The Customer Success Playbook to Expansion

Expansion is one of the best ways to measure the effectiveness of your CS function.

If your CSMs are partnering with customers to deliver outcomes, their likely next step is expanding—buying additional products, new teams using the product, and expanded licenses. This is where you will start to see category dominance when your business from expanded customers begins to rival your new business.

The eBook will deliver insights such as:

  • How to determine when Sales versus Customer Success owns renewals?
  • What are the various channels to effectively drive expansion?
  • Why Net Retention is an important indicator of expansion?
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