The Expansion Sale: Four Must-Win Conversations to Keep and Grow Your Customers

Research Note

Foreword
Nick Mehta, Chief Executive Officer, Gainsight

Acknowledgments

Introduction

PART I
DEVELOPING THE EXPANSION MESSAGE

1 Acquisition Does Not Equal Expansion

2 Expansion Messaging—Mission Critical,
but Missing in Action

3 Why Stay and the Psychology Behind Renewals

4 Cracking the Code on the
Price Increase Conversation

5 Why Pay More—A Framework for Improving
Your Price Increase Conversations

6 Messaging for the Upsell—The Why Evolve
Conversation

7 The Winning Why Evolve Message Framework

8 “Sorry” Shouldn’t Be the Hardest Word—
Apology Science and the Expansion Sale

9 The Winning Why Forgive Message Framework

PART II
DELIVERING THE EXPANSION MESSAGE

10 The Right Message at the Right Time—Mastering
Situational Fluency

11 Delivering the Message—Essential Skills
for the Expansion Seller

12 Navigating the Conversation—Advanced Skills
for the Expansion Seller

13 Expansion Messaging as a Commercial Strategy

14 Parting Thoughts

Appendix: Real-World Examples

Index

About the Authors

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