"The traditional meaning of the word expansion is upselling the customer, selling them an additional product for a fee. The real expansion is the customer's results growing to where they need the next outcome. The product sale follows."
Expansion is not upselling additional product. It is the customer's natural progression to the next measurable outcome after achieving their first win. Sale of the next product is the consequence, not the cause.
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Jeff Moss
Founder, Expansion Playbooks. A decade studying customer retention and expansion data from 75+ recurring revenue businesses.