Expanding Within Existing Business Accounts

Trigger Business account with high product usage or satisfaction (e.g. multiple engaged users, NPS > 8). Segment: “Expansion Ready”

Action Flow Options Co-Pilot tests multiple upsell or expansion actions:

  • Email to admin suggesting adding more teams or features

  • In-app message or modal (if integrated) with upsell prompt

  • Task for CSM to schedule expansion call

  • Wait (control)

Co-Pilot Exploration Tracks which approaches lead to expansion (more seats, upgrades, features) → automates outreach or CSM task creation.

Next-Best-Action Push Best-performing expansion trigger pushed via CRM or marketing platform:

  • Personalized by plan, usage, or success metric

  • Message timing aligned with usage peak

  • Routed to CS or AE team if needed

KPIs Tracked

  • Expansion rate (seats, MRR, features)

  • Click-through or reply rate

  • CSM call booking rate

  • Revenue growth from existing accounts

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