ON TODAY’S EPISODE:
Expansion is a crucial aspect of any business, and it's largely in the hands of the Customer Success Team. But how can I maximize growth potential and how do I develop a solid expansion plan? In this week’s episode of Impact Weekly, Lincoln and Johan share strategies for assessing and acting on growth potential, as well as the critical role of segmentation, goal discovery, and orchestration in achieving exponential growth and account value.

THIS WEEK’S QUESTION:
How can you assess your expansion potential? And more importantly, how can we act on that potential and achieve these expansion targets that we have in customer success?

TOPICS BEING ADDRESSED:
* The importance of customer growth
* The role goal discovery plays in expansion
* Strategies to drive and execute expansion sales

QUOTES:
Lincoln Murphy (05:13): “We just need to recognize that not all of our customers are the same.”

Johan Nilsson (06:05): “If you're looking from an NRR perspective, you need to look at how we can have expansion to compensate.”

Lincoln Murphy (06:34): “You can impact NRR by trying to reduce contraction”

Johan Nilsson (07:36): “Where you put the focus, the energy goes”

Lincoln Murphy (11:27): “incremental growth comes from applying new business sales tactics to expansion, exponential growth comes from looking at this as something very special and unique”

Lincoln Murphy (16:52): “Giving the customer what they need when they need it, doesn't hurt trust.”

Lincoln Murphy (22:59): “Goal discovery is not a one-time deal”

Johan Nilsson (29:00): “If you initiate a lot of these orchestrations across your portfolio you will start seeing these expansions coming in”

Lincoln Murphy (30:19): “Know their goals, give 'em what they need, and we're gonna have really successful customers and a lot of expansion.”

Do you want more of this? Check out Impact Academy for interactive Customer Success training programs. https://www.impactdemy.com/

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