Industry analysts report that up to 70–80 percent of business growth comes from existing customers. So why are businesses still investing mainly in attracting new customers? And leaving renewals and upsells to chance? Or, worse yet, using a one-size-fits-all approach to acquisition as for expansions?
The Expansion Sale provides everything needed for business owners to seize the competitive edge in the customer-success space. Authors Erik Peterson and Tim Riesterer explain how the buying psychology of existing customers differs from that of new customers and show businesses how to adapt commercial engagement strategies accordingly. They provide clear, easy-to-apply messaging frameworks for creating and delivering winning conversations in the four must-win commercial moments of customer success: ensuring renewals, communicating price increases, increasing upsells and apologizing effectively for service failures.
The Expansion Sale: Four Must-Win Conversations to Keep and Grow Your Customers
Erik Peterson and Tim Riesterer