Expansion, upsell and churn

Growing revenue inside accounts you already have, and stopping the leaks.

All Breaking into GTM Doing the work Leading a GTM team How the best do it

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What is the difference between gross retention and net retention, and which one should I watch? Gross retention counts only what you lost: churn and downgrades, capped at 100 percent. Net retention adds expansion on top, so it can go above 100... Breaking into GTM 4 resources → How do I run an upsell conversation without sounding like I am shaking them down? Earn it first. If you cannot show the customer a result they got in the last quarter, you have not bought the right to ask for more money, and they... Doing the work 4 resources → How do I move net revenue retention from around 100 percent to 120 percent? Do it in the right order. First stop the leak, because expansion built on a leaky base is exhausting: fix involuntary churn, then find the segment ... Leading a GTM team 4 resources → Who should own expansion: sales, customer success, or a dedicated team? Split it by how hard the sale is. Simple expansions that follow naturally from usage (more seats, the next tier) should sit with CS, because they a... Leading a GTM team 4 resources → How do I build a renewal and expansion process that runs without me in every deal? Treat renewal as a pipeline, not a date. Every renewal gets a stage, an owner and a forecast category, opened at least a quarter out for anything m... Leading a GTM team 4 resources → Our churn got noticeably worse this year. How do I run the fix as a leader? Make it one of the company's top three goals and put one named person on it, which sounds too simple and works almost every time. Then segment befo... Leading a GTM team 4 resources → Does usage-based pricing really lift expansion, and should we switch? The numbers say yes: top quartile net retention for largely usage-based companies runs around 122 percent versus about 109 percent for those with n... How the best do it 4 resources → What NRR should a genuinely best-in-class company target in my segment? Bessemer's bands are the ones boards use: 100 percent is good, 110 percent is better, 120 percent and above is best. But segment moves the goalpost... How the best do it 4 resources → How do the best teams expand beyond the first team that bought? They stop treating the account as one relationship. The best operators map the organisation the way they would map a new deal, find the teams with ... How the best do it 4 resources →

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