More expansion from your long tail
Teams that outgrow their plan rarely ask for more. They work around the limits. Clair gets in touch when a plan, add-on or more seats are worth it to them, and makes the change in the conversation.
- Measured by
- Expansion revenue
The moment
Your data shows who has outgrown their plan
Usage and billing data already show when a customer needs more than they have. Each of these moments can start a program.
Usage data
Plan limits reached
They hit a limit in their plan, month after month.
Billing and usage
More people than seats
The team grew, and more people want in than the plan covers.
Usage data
A need an add-on meets
Usage shows them working around something an add-on does.
Billing
A subscription coming up
A renewal or rebooking date is near, and the right next term is one conversation away.
In the conversation
Clair suggests the right plan and makes the upgrade
Clair gets in touch when there’s an offer the customer gains from, goes through what fits and why, and makes the upgrade in the conversation once they say yes.
Goes through what the team uses, and where the plan holds them back
Suggests the plan, add-on or seats that fit the team
Offers only the plans, add-ons and terms you set for the program, within your guardrails
Confirms every upgrade out loud, and in writing after the conversation
Follows each market’s rules for offers
What the customer gets
The right plan the moment they need more
Customers in the long tail rarely ask for an upgrade. They work around limits, or leave. With Clair, they hear what fits at the moment it matters, and get it without waiting for anyone.
No more working around limits
Only offers they gain from, explained in their own language
The change made in the conversation, not after a week of emails
Every change confirmed out loud and in writing
Back in your tools
Every upgrade lands on the customer record
What changed lands in your CRM or CS platform, like HubSpot, Salesforce or Planhat, on the account.
On the account
writes back after every conversation
- The new plan, add-on or seats, and when the change starts
- The offer made, and the customer’s answer
- Who wants more but isn’t ready yet, and why
- A task for your team when the customer wants a person
The outcome
More expansion, in the revenue you already track
Upgrades, add-ons, more seats and rebooking, account by account, in your CRM or billing data.
More expansion
When a customer outgrows their plan, Clair suggests the right one and makes the upgrade in the conversation. Add-ons and more seats too.
Measured by
Expansion revenue
Every account in the long tail gets attention, without growing your team at the same rate. Your CSMs spend their time where a person makes the difference.
Measured by
Accounts per CSM
Example account
A growing accounting firm with no named CSM
Plan for five. Team of eight
An accounting firm starts on your smallest plan, for five users. A year later, the firm has eight people, three of them waiting for a login, and the team hits the plan’s limits every month. No one at your company notices.
- What Clair does
- Usage data shows the limits hit three months in a row. Clair gets in touch with the admin, goes through what the team uses and suggests the plan that fits all eight. The admin says yes. Clair confirms the upgrade out loud and in writing, and makes the change in the conversation. Your team sees the new plan in your CRM.
- The outcome
- The whole firm works in your product, on the plan that fits. Measured by expansion revenue.
FAQ
Questions about expansion revenue
How do you grow expansion revenue from existing customers?
Start from the moments your data shows: plan limits reached, more people than seats, a need an add-on meets, a renewal or rebooking coming up. Clair gets in touch at that moment, suggests what fits and makes the change in the conversation when the customer says yes.
Can Clair upgrade a customer’s plan in the conversation?
Yes. When a customer outgrows their plan, Clair suggests the right one and makes the upgrade in the conversation. Add-ons and more seats too. Every upgrade is confirmed out loud and in writing.
Which offers can Clair make?
Only the ones you set. Which plans, add-ons and terms Clair offers is a setting per program, with your guardrails: what to offer, to whom, and how far Clair may go. Every offer is one the customer gains from.
Do Clair’s offers follow local rules?
Yes. Offers follow each market’s rules, and every upgrade is confirmed out loud in the conversation and in writing afterward.
How do you measure expansion revenue?
In your own data: upgrades, add-ons, more seats and rebooking, account by account, in your CRM or billing.
How does expansion affect net revenue retention?
Net revenue retention compares what your existing customers pay now with what they paid a year ago. Expansion raises it, while churn and downgrades lower it. Clair works on both sides, with an expansion program and a churn program.
Read next
More for your long tail
For customers who bought but never got started. Clair gets every user set up and using what they pay for.
For customers drifting away. Clair goes after the cause, and goes through the renewal with them in good time.
How Clair covers every account with no named CSM, and how each outcome is measured.