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