"First get a customer to renew, and THEN expand the account."
Wrong. Our research shows that this thinking is actually backward because...
👉 RENEWAL IS A FORWARD-LOOKING DECISION. 👈
Customers don't renew because of what you did for them. They renew because of what you ARE GOING TO DO for them!
It's all about what's next. What you did in the past is important only because it makes your promises for the future credible.
Our data clearly shows the powerful connection between account expansion and long-term retention.
That's why I say...
► Companies that focus on retention tend to have poor retention. Companies that focus on expansion get retention for free. ◀︎
