Account Expansion
Boundary
Own account-specific commercial motions. System-level lifecycle instrumentation, health-model design, onboarding systems, and proactive retention playbooks are out of scope. Do not push expansion before unresolved adoption or service problems, design viral referral programs, or invent customer value.
Required Inputs
- Contract, renewal date, usage, support, outcome, and stakeholder history
- Verified value delivered and unresolved issues
- Available expansion paths, service capacity, and commercial constraints
- Churn or dormancy reason and communication permissions
Workflow
- Separate account health, product adoption, relationship strength, and expansion readiness.
- Resolve material service or adoption failures before making an expansion ask.
- Prepare a value review using verified outcomes, gaps, and next-quarter priorities.
- Tie each expansion option to a demonstrated need and transparent tradeoff.
- For churned accounts, segment by reason and only contact eligible recipients.
- For referrals, ask after demonstrated value and make declining easy.
- Set outcome measures, suppression rules, owner, and next review date.
Output
- Account health and evidence summary
- QBR or value-review agenda
- Expansion, win-back, or referral message
- Risks, permissions, next action, and measure
Quality Gate
- The ask follows demonstrated value.
- Customer choice and communication preferences are respected.
- Discounts follow unit economics, not desperation.
- No unsupported health thresholds or recovery benchmarks drive the decision.
1---2name: account-expansion3description: Grow and retain existing customer revenue through health evidence, value reviews, expansion triggers, respectful win-back, and in-relationship referral asks. Use when preparing QBRs, evaluating an upsell, responding to churn risk, or re-engaging a former customer.4---56# Account Expansion78## Boundary910Own account-specific commercial motions. System-level lifecycle instrumentation, health-model design, onboarding systems, and proactive retention playbooks are out of scope. Do not push expansion before unresolved adoption or service problems, design viral referral programs, or invent customer value.1112## Required Inputs1314- Contract, renewal date, usage, support, outcome, and stakeholder history15- Verified value delivered and unresolved issues16- Available expansion paths, service capacity, and commercial constraints17- Churn or dormancy reason and communication permissions1819## Workflow20211. Separate account health, product adoption, relationship strength, and expansion readiness.222. Resolve material service or adoption failures before making an expansion ask.233. Prepare a value review using verified outcomes, gaps, and next-quarter priorities.244. Tie each expansion option to a demonstrated need and transparent tradeoff.255. For churned accounts, segment by reason and only contact eligible recipients.266. For referrals, ask after demonstrated value and make declining easy.277. Set outcome measures, suppression rules, owner, and next review date.2829## Output30311. **Account health and evidence summary**322. **QBR or value-review agenda**333. **Expansion, win-back, or referral message**344. **Risks, permissions, next action, and measure**3536## Quality Gate3738- The ask follows demonstrated value.39- Customer choice and communication preferences are respected.40- Discounts follow unit economics, not desperation.41- No unsupported health thresholds or recovery benchmarks drive the decision.
majesticlabs-dev