Overview

Proven customer engagement approaches for winning in the most important moments driving profitability and growth-customer retention and expansion Industry analysts report that up 70-80% of business growth comes from existing customers. So why are you 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 you do for expansions? The Expansion Sale provides everything you need 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 how to adapt your 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.

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Tim Riesterer is Chief Strategy and Marketing Officer of Corporate Visions. He oversees the strategic direction of the company in thought leadership, positioning, and product development. Erik Peterson is Executive Vice President of Consulting of Corporate Visions. He is responsible for leading the company's consulting team globally, including staff and certified contractors. Susan Marlowe loves a great story and loves acting. She has found her perfect profession through audiobook narration. Susan has narrated numerous titles and has enjoyed producing every single one. When not in her studio, Susan can be found performing in community theater, belting out showtunes while driving in her car, and collecting pretty rocks.

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