Description

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.

The Expansion Sale: Four Must-Win Conversations to Keep and Grow Your Customers

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Hardback by Erik Peterson , Tim Riesterer

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Proven customer engagement approaches for winning in the most important moments driving profitability and growth—customer retention and expansion Industry analysts... Read more

    Publisher: McGraw-Hill Education
    Publication Date: 19/03/2020
    ISBN13: 9781260462753, 978-1260462753
    ISBN10: 1260462757

    Number of Pages: 256

    Non Fiction , Business, Finance & Law

    Description

    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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