The Expansion Program
Implementing an Impactful Expansion Playbook
2nd - 13th December
The live sessions start at 4pm Central European Time
Network of Customer Success Managers. Exclusive and limited group SaaS, Tech and Subscription Businesses.
Customer Success Opportunity Sourcing
Success Milestones
Orchestration
TEAM Framework
Acceleration Method
Objection Breakthrough formula
The non-salesy approach to sales
The weekly time input for this course is about 4-4.5 hours per week distributed over 5 days. For more detailed lesson descriptions and time input see the curriculum below.
Welcome & Overview
Course Start survey
Pre-recorded content: Introduction to Expansion in CS
Concepts & Common Definitions (30 minutes)
Pre-recorded content: Expansion isn't Sales
Pre-recorded content: Busting Common Expansion Myths
Tuesday: Live Deep-Dive (1 hour): Designing Expansion: Creating the Ascension Path
Wednesday: Scenario Work (1+ hour): Applying Milestone Identification to a Real or Hypothetical Customer Scenario
Thursday: Discussing Scenario Outcomes and Strategies
Quiz (15 mins): Assessing Understanding of Expansion Concepts and Milestone Utilization
Bonus material: Progress Milestones, Joint Accountability, & Lifecycle Interactions
Bonus material: Compensation Models
Pre-recorded content: Orchestration Overview - Intro
Pre-recorded content: Orchestration Overview - Why it Matters
Pre-recorded content: Orchestration Overview - Framework
Tuesday: Live Deep-Dive (1 hour): Psychology Superpower: Orchestration
Orchestration Conversation Examples
Wednesday: Scenario Work (1+ hour): Developing an Orchestration Strategy for a Given Customer Profile
Thursday: Discussing Scenario Outcomes and Strategies
Friday: Quiz (15 mins): Testing Knowledge on Orchestration and the TEAM Framework
Bonus material: Doing expansion in real life with a CS system
In the Expansion Program we will equip you with the skills and tools necessary to build a playbook for unlocking growth in your existing customer base.
Over the course of this program, we will cover a range of topics, including understanding the customer lifecycle stages, identifying growth opportunities, implementing effective success milestones, and using data to inform decision-making. By participating in this training program, you will gain practical, hands-on experience in implementing impactful expansion playbooks.
We will provide you with a variety of resources to support your learning, including a comprehensive playbook, frameworks, templates, planning tools, and scenarios. You will have the opportunity to learn hands-on and practice these skills in real-world situations.
The first part of the program will focus on Customer Success Opportunity Sourcing and Success Milestones. You will learn how to identify growth opportunities in your existing customer base and create success milestones that resonate with your customers.
During the second part of the program, we will provide frameworks such as Orchestration, TEAM Framework, Acceleration Method, Objection Breakthrough formula, and The non-salesy approach to sales. These frameworks will enable you to develop effective expansion strategies that drive value for your customers and expand your book of business.
By the end of the program, you will have developed a deep understanding of the customer lifecycle stages and be equipped with the skills and tools necessary to build and implement impactful expansion playbooks. The Expansion Program provides an unparalleled opportunity for you to enhance your professional development and drive meaningful outcomes for your customers and your business. You will receive a comprehensive playbook, frameworks, templates, planning tools, and scenarios to help you practice and build your own playbook to unlock more value for your customers and expand your book of business.
Welcome & Overview
Course Start survey
Pre-recorded content: Introduction to Expansion in CS
Concepts & Common Definitions (30 minutes)
Pre-recorded content: Expansion isn't Sales
Pre-recorded content: Busting Common Expansion Myths
Tuesday: Live Deep-Dive (1 hour): Designing Expansion: Creating the Ascension Path
Wednesday: Scenario Work (1+ hour): Applying Milestone Identification to a Real or Hypothetical Customer Scenario
Thursday: Discussing Scenario Outcomes and Strategies
Quiz (15 mins): Assessing Understanding of Expansion Concepts and Milestone Utilization
Bonus material: Progress Milestones, Joint Accountability, & Lifecycle Interactions
Bonus material: Compensation Models
Pre-recorded content: Orchestration Overview - Intro
Pre-recorded content: Orchestration Overview - Why it Matters
Pre-recorded content: Orchestration Overview - Framework
Tuesday: Live Deep-Dive (1 hour): Psychology Superpower: Orchestration
Orchestration Conversation Examples
Wednesday: Scenario Work (1+ hour): Developing an Orchestration Strategy for a Given Customer Profile
Thursday: Discussing Scenario Outcomes and Strategies
Friday: Quiz (15 mins): Testing Knowledge on Orchestration and the TEAM Framework
Bonus material: Doing expansion in real life with a CS system
Lincoln Murphy
Johan Nilsson