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The Expansion Sale: Four MustWin Conversations to Keep and Grow Your Customers,Used
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Proven customer engagement approaches for winning in the most important moments driving profitability and growthcustomer retention and expansionIndustry analysts report that up 7080% 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 onesizefitsall approach to acquisition as you do for expansions?The Expansion Sale provides everything you need to seize the competitive edge in the customersuccess 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, easytoapply messaging frameworks for creating and delivering winning conversations in the four mustwin commercial moments of customer success: ensuring renewals, communicating price increases, increasing upsells, and apologizing effectively for service failures.
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