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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