The Expansion Sale: Four Must-Win Conversations to Keep and Grow Your Customers

<p>Research Note </p><p>Foreword<br>Nick Mehta, Chief Executive Officer, Gainsight </p><p>Acknowledgments </p><p>Introduction </p><p>PART I<br>DEVELOPING THE EXPANSION MESSAGE</p><p>1 Acquisition Does Not Equal Expansion </p><p>2 Expansion Messaging—Mission Critical,<br>but Missing in Action </p><p>3 Why Stay and the Psychology Behind Renewals </p><p>4 Cracking the Code on the<br>Price Increase Conversation </p><p>5 Why Pay More—A Framework for Improving<br>Your Price Increase Conversations </p><p>6 Messaging for the Upsell—The Why Evolve<br>Conversation </p><p>7 The Winning Why Evolve Message Framework </p><p>8 “Sorry” Shouldn’t Be the Hardest Word—<br>Apology Science and the Expansion Sale </p><p>9 The Winning Why Forgive Message Framework </p><p>PART II<br>DELIVERING THE EXPANSION MESSAGE</p><p>10 The Right Message at the Right Time—Mastering<br>Situational Fluency </p><p>11 Delivering the Message—Essential Skills<br>for the Expansion Seller </p><p>12 Navigating the Conversation—Advanced Skills<br>for the Expansion Seller </p><p>13 Expansion Messaging as a Commercial Strategy </p><p>14 Parting Thoughts </p><p>Appendix: Real-World Examples </p><p>Index </p><p>About the Authors </p>