The Expansion Sale: Four Must-Win Conversations to Keep and Grow Your Customers (BUSINESS BOOKS)
£20.70£23.70 (-13%)
Proven customer engagement approaches for winning in the most important moments driving profitability and growth―customer retention and expansion
Industry analysts report that up 70- 80% of business growth comes from existing customers.
So why are you still investing mainly in attracting new customers? And, leaving renewals and upsells to chance? Or, worse yet, using a one-size-fits all approach to acquisition as you do for expansions?
The Expansion Sale provides everything you need to seize the competitive edge in the customer-success space. Authors Erik Peterson and Tim Riesterer explain how the buying psychology of existing customers differs from that of new customers, and show how to adapt your commercial engagement strategies accordingly. They provide clear, easy-to-apply messaging frameworks for creating and delivering winning conversations in the four must-win commercial moments of customer success: ensuring renewals, communicating price increases, increasing upsells, and apologizing effectively for service failures.
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Additional information
| Publisher | Illustrated edition (19 Mar. 2020), McGraw Hill |
|---|---|
| Language | English |
| Hardcover | 256 pages |
| ISBN-10 | 1260462757 |
| ISBN-13 | 978-1260462753 |
| Dimensions | 15.88 x 2.54 x 23.5 cm |
by John O’Connor
As somebody who works in B2B sales, this is a very helpful book for thinking about how to raise the level of conversation you have with clients to more senior levels, and have more meaningful discussions about solving their business problems as opposed to simply flogging your product.