TY - BOOK AU - Peterson,Erik AU - Riesterer,Tim AU - Perrilleon,Rob AU - Collins,Joe AU - Hutton,Doug AU - Talbot,Leslie TI - THE EXPANSION SALE: Four Must-Win Conversations to keep and Grow Your Customers SN - 9781260462753 U1 - 658.812 23 PY - 2020///] CY - New York PB - McGraw-Hill Education, KW - Customer equity. KW - Customer loyalty N1 - Includes index; PART I DEVELOPING THE EXPANSION MESSAGE -- 1 Acquisition Does Not Equal Expansion -- ; 2 Expansion Messaging-Mission Critical, but Missing in Action -- ; 3 Why Stay and the Psychology Behind Renewals --; 4 Cracking the Code on the Price Increase Conversation -- ; 5 Why Pay More-A Framework for Improving Your Price Increase Conversations -- ; 6 Messaging for the Upsell-The Why Evolve Conversation --; 7 The Winning Why Evolve Message Framework 8 "Sorry" Shouldn't Be the Hardest Word- Apology Science and the Expansion Sale -- ; 9 The Winning Why Forgive Message Framework -- PART II DELIVERING THE EXPANSION MESSAGE --; 10 The Right Message at the Right Time-Mastering Situational Fluency -- ; 11 Delivering the Message-Essential Skills for the Expansion Seller -- ; 12 Navigating the Conversation-Advanced Skills for the Expansion Seller --; 13 Expansion Messaging as a Commercial Strategy -- ; 14 Parting Thoughts --; _Real-World Examples --; Index --; About the Authors N2 - Providing everything you need to seize the competitive edge in the customer-success space, this book offers clear, easy-to-apply messaging frameworks for creating and delivering winning conversations in the four must-win commercial moments of customer success. -- ER -