skenetechnologies/plg-skills/expansion-revenue

Is your pricing per-seat?
├── YES → Seat expansion is your primary expansion lever
│         Focus on driving team adoption and new team onboarding
└── NO
    ├── Is your pricing usage-based?
    │   ├── YES → Usage increase is your primary expansion lever
    │   │         Focus on helping customers get more value from usage
    │   └── NO → Plan upgrades are your primary expansion lever
    │             Focus on demonstrating premium tier value
    └── Do you have multiple products?
        ├── YES → Cross-sell is an additional lever
        └── NO → Consider add-ons as supplementary expansion

NRR = (Beginning MRR + Expansion MRR - Contraction MRR - Churned MRR) / Beginning MRR
 
Example:
Beginning MRR:     $1,000,000
Expansion MRR:     +$150,000 (upgrades, seats, usage)
Contraction MRR:   -$30,000  (downgrades)
Churned MRR:       -$50,000  (cancellations)
NRR = ($1,000,000 + $150,000 - $30,000 - $50,000) / $1,000,000 = 107%

For self-serve expansion (< $1,000 ACV):
  → Primarily moment-of-need triggers
  → Supplemented by monthly usage summary emails
  → Automated upgrade flows
 
For mid-market expansion ($1,000 - $25,000 ACV):
  → Moment-of-need triggers + in-product prompts
  → Quarterly usage reviews (automated or CSM)
  → Annual renewal conversation
 
For enterprise expansion (> $25,000 ACV):
  → Product signals routed to CSM/AE
  → Quarterly business reviews with stakeholders
  → Annual strategic planning and renewal
  → Executive sponsorship for major expansion

Trigger: User reaches 80% of plan limit
Location: In-product banner or notification
Copy: "You have used [X] of [Y] [resource]. Upgrade to [Plan] for
       [higher limit or unlimited]."
CTA: "Upgrade Now" (primary) | "Remind Me Later" (secondary)
Frequency: Show once per session, max 3 times total
Suppress: If user dismissed 3 times, stop showing for 30 days

Trigger: User navigates near a gated feature or searches for it
Location: Contextual tooltip or inline prompt near the feature
Copy: "[Feature name] helps you [specific benefit]. Available on [Plan]."
CTA: "Learn More" → feature explainer with upgrade option
Frequency: Show once per feature per user
Suppress: After user has seen 3 feature prompts in one session

Trigger: Account has new active users approaching seat limit, or
         user attempts to invite beyond seat limit
Location: Invite flow or team settings
Copy: "Your team is growing! Add more seats to bring everyone onto
       [Product]."
CTA: "Add Seats" → seat purchase flow
Frequency: At the moment of need
Suppress: Not applicable (this is a hard block if at seat limit)

Trigger: User reaches a meaningful usage milestone
Location: In-product celebration modal or notification
Copy: "Congratulations! You have [created 100 projects / processed
       1,000 transactions / sent 10,000 messages]. Unlock [benefit]
       with [Plan]."
CTA: "See What's Next" → plan comparison with upgrade option
Frequency: At each milestone (define 3-5 meaningful milestones)
Suppress: Not after milestone; this is a positive moment

Days remaining in cycle: 15 of 30
Current plan cost: $50/month
New plan cost: $100/month
Prorated charge: ($100 - $50) x (15/30) = $25
Next full cycle: $100/month

# QBR: [Customer Name] -- [Quarter/Year]
 
## Account Summary
-Current plan: [Plan name]
-Seats: [X active / Y purchased]
-MRR: [$X]
-Account age: [N months]
-Health score: [X/100]
 
## Usage Review
-Key metrics this quarter:
  -[Metric 1]: [Value] (trend: up/down/flat vs last quarter)
  -[Metric 2]: [Value] (trend)
  -[Metric 3]: [Value] (trend)
-Feature adoption:
  -Using: [features actively used]
  -Not using: [features available but unused]
  -Approaching limits: [features near plan ceiling]
 
## Value Delivered
-[Quantified outcome 1]: "You saved X hours this quarter using [feature]"
-[Quantified outcome 2]: "Your team processed X more [things] than last quarter"
-[ROI calculation]: "Based on your usage, [Product] is delivering
  [$X] in value against your [$Y] investment"
 
## Growth Opportunities
1.[Opportunity 1]: [Description, business case, recommended plan/add-on]
2.[Opportunity 2]: [Description, business case]
3.[Opportunity 3]: [Description, business case]
 
## Recommended Next Steps
-[ ] [Action 1] -- [Owner] -- [Due date]
-[ ] [Action 2] -- [Owner] -- [Due date]
 
## Questions for the Customer
1.What are your priorities for next quarter?
2.Are there new teams or use cases where [Product] could help?
3.Are there any challenges or gaps in the current product?