Proven customer engagement approaches for winning in the most
important moments driving profitability and growth-customer
retention and expansion Industry analysts report that up 70- 80% of
business growth comes from existing customers. So why are you still
investing mainly in attracting new customers? And, leaving renewals
and upsells to chance? Or, worse yet, using a one-size-fits all
approach to acquisition as you do for expansions? The Expansion
Sale provides everything you need to seize the competitive edge in
the customer-success space. Authors Erik Peterson and Tim Riesterer
explain how the buying psychology of existing customers differs
from that of new customers, and show how to adapt your commercial
engagement strategies accordingly. They provide clear,
easy-to-apply messaging frameworks for creating and delivering
winning conversations in the four must-win commercial moments of
customer success: ensuring renewals, communicating price increases,
increasing upsells, and apologizing effectively for service
failures.
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