This week I delivered a webinar, hosted by ChurnZero, on Managing the Customer Journey to Accelerate Account Expansion.
Presenting to a highly captivated audience, the webinar focused on how to expand product adoption, and thus revenue, with the customer install base by understanding the customer’s business and using that knowledge to make products business critical to their environments.
Topics that were discussed included:
How to use customer segmentation strategically to land and expand accounts
How to factor business maturity into your customer journey
How to use a Customer Success Plan to drive account expansion
How to know when to propose up-sell opportunities to the customer
Polling results interestingly showed that companies are still all over the map in terms of how they are using these concepts to drive expanded adoption; an indicator that the field of Customer Success is still maturing as a profession.
The webinar concluded with a very engaged question and answer session by the audience, the recap of which can be found here.
If you are looking to transform your organization’s expansion strategy and accelerate the execution of that, contact me at kia@thedesiredpath.com.