Summary
So, let’s review what you learned in this chapter.
You learned that the math of retention and expansion is simple, but the mathematical construct that underpins it is complex.
You learned that what people know of land and expand as a strategy is a lot more involved than most people think. It’s more akin to a symphony that requires many people and many moving parts to execute the mechanics behind such an elegant strategy.
You learned that retention and expansion are, rightfully, very visible board-level metrics, but they are, on a very personal level, the metrics that can showcase the excellence of individual CSMs. To support that argument, I elaborated on the following points:
- How to identify upsell and cross-sell opportunities
- How customer feedback and customer advocacy programs are critical to a company’s ability to scale
- How to appreciate the value of a renewal management process
- Why a closed-loop product feedback mechanism...
