Expansion Case

Goal

Produce a structured expansion case for a target account that combines usage signals, account context, and business outcomes into a value story with a specific upsell or expansion offer recommendation.

Trigger

When an account shows usage growth, hits plan limits, expands headcount, or a renewal/QBR is approaching and an upsell opportunity may exist.

Steps

1. 1

   Using your connected tools (for example the CRM account record, product analytics or usage dashboards, call transcripts from Gong, and recent email threads), gather everything relevant to $account_name: current plan and entitlements, usage trends over the last 90 days, seat count vs. licensed seats, open support tickets, stakeholder changes, renewal date, and any prior expansion conversations. If a needed tool isn't connected, ask the user to paste what's available.

   • □Usage trend data (last 90 days) is captured
   • □Current plan, seats, and renewal date are confirmed
   • □Recent customer sentiment or call notes are included
2. 2

   Identify the top 2–3 expansion signals from the gathered data. Look for indicators such as: seats at or near license cap, high feature adoption in one area paired with no access to an adjacent premium feature, new team or department onboarded, increased API or data volume near tier limits, or executive-level engagement increasing. Label each signal with its evidence and business implication.

   • □Each signal is backed by a specific data point
   • □Business implication of each signal is stated clearly
3. 3

   Build the value story by connecting the identified signals to outcomes the customer cares about. Reference goals or pain points mentioned in past calls, emails, or success plans. Frame the narrative as: here is what they are achieving, here is what they are leaving on the table, and here is what becomes possible with the expanded offering. Keep it customer-centric, not feature-centric.

   • □Value story references a specific customer goal or pain point
   • □The gap between current state and expanded state is explicit
   • □No internal sales language — framed from the customer's perspective
4. 4

   Recommend the specific expansion offer: product tier upgrade, add-on module, additional seats, or new use-case package. Justify the recommendation by mapping it directly to the signals and value story. Include a suggested deal size or range if pricing data is available, and flag any risk factors (low champion engagement, budget cycle, competing priorities) that could affect timing.

   • □Offer recommendation is specific (not just 'upsell to enterprise')
   • □Recommendation is directly tied to at least one expansion signal
   • □Risk factors are noted if present
5. 5

   Draft a short internal pitch summary (3–5 bullet points) for the AE or CSM to use in a team meeting or manager review, followed by a suggested customer-facing conversation opener — a 2–3 sentence message or talking point the rep can use to introduce the expansion topic naturally in the next call or email.

   • □Internal summary is concise enough for a 60-second verbal pitch
   • □Customer-facing opener sounds consultative, not salesy
   • □Both assets are clearly labeled and separated

Output format

Return four clearly labeled sections: (1) Expansion Signals — a short bulleted list of signals with evidence; (2) Value Story — 2–3 paragraphs connecting signals to customer outcomes; (3) Recommended Offer — the specific offer with justification and any deal size estimate; (4) Pitch Assets — the internal bullet summary followed by the customer-facing conversation opener.