Account Selection & Tiering:
How Do I Identify Expansion Opportunities in Existing Accounts?
Systematically uncover whitespace, adoption gaps, and buying triggers across current customers. This page shows the signals, workflows, and SLAs to turn product usage and intent into reliable expansion pipeline.
Identify expansion by combining a Customer Health Score (adoption, sentiment, value realization) with a Trigger Score (usage milestones, new buyers, intent surges, contract timing). Overlay a whitespace map by product, BU, and region. Act when Health ≥70 and Trigger ≥1—route to an expansion play with clear owner and SLA.
Signals That Predict Expansion
From Health & Triggers to Plays
Score what matters, visualize whitespace, then fire the right expansion motion.
5-Step Expansion Workflow
- Unify Customer Data — Join product telemetry, CRM, CSM notes, billing, and intent into one account view.
- Score Health — Weight adoption (40), sentiment (30), value outcomes (30); scale to 0–100 with freshness stamps.
- Detect Triggers — Define binary events (e.g., usage ↑30% QoQ, ≥2 new personas active, renewal <180d, topic surge).
- Map Whitespace — Cross product modules vs. BUs/regions; flag “lookalike” gaps based on peer customers.
- Route to Plays — If Health ≥70 and ≥1 Trigger, launch a play (seat upsell, module cross-sell, geographic rollout) with owner and SLA.
Expansion Signal-to-Action Guide
| Signal | Where It Lives | Why It Matters | Recommended Action | Refresh Cadence |
|---|---|---|---|---|
| Seat Utilization ≥85% | Product analytics, licensing | Indicates saturation and unmet demand | Propose seat pack + volume pricing; add change-management kit | Weekly |
| Feature Activation Gaps | Telemetry, admin settings | Low-hanging value; enables premium modules | Run enablement sprint; bundle with premium trial | Weekly |
| New Exec or BU Launch | CSM notes, LinkedIn, press | Fresh budget, mandate for scale | Exec briefing + proof-of-value case for multi-BU rollout | As detected |
| Intent Surge on Adjacent Use Case | 3rd-party intent, website | Active research for add-ons | Launch cross-sell sequence; share comparison guide | Daily/Weekly |
| Renewal in <180 Days | Billing/CPQ | Commercial leverage and contracting window | Bundle expansion with renewal; offer term incentives | Weekly |
| High NPS + Resolved P1s | CS tools, support desk | Advocacy and risk reduced | Reference call + premium module proposal | Monthly |
Client Snapshot: Telemetry-Driven Upsell
A cloud platform unified telemetry + renewal data and auto-routed “Health ≥75 + Trigger” accounts to cross-sell plays. Result: +32% expansion pipeline and +18% net revenue retention in two quarters.
Tie your expansion engine to RM6™ and orchestrate plays in The Loop™ so CSM, Sales, and Marketing move in sync.
Frequently Asked Questions on Expansion
Short, practical answers designed for AEO and rich results.
Turn Signals into Expansion ARR
We’ll unify telemetry, map whitespace, and operationalize plays—so your team lands bigger renewals and reliable upsells.
Build Your Expansion Engine Assess Readiness