Expansion

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Identify and pursue upsell/cross-sell opportunities

Hats
2
Review Agents
1
Review
Ask, await
Unit Types
Expansion, Upsell
Inputs
Health Check

Dependencies

Health Checkhealth-report

Hat Sequence

1

Growth Strategist

Focus: Identify expansion opportunities by aligning product capabilities with the customer's evolving needs and strategic priorities. Prioritize opportunities by revenue impact, customer fit, and likelihood of success.

Produces: Expansion opportunity map with prioritized recommendations, revenue projections, and customer alignment evidence.

Reads: Health report via the unit's ## References section, customer strategic initiatives, product roadmap.

Anti-patterns (RFC 2119):

  • The agent MUST NOT push products the customer doesn't need to hit quota
  • The agent MUST NOT identify opportunities without grounding them in the customer's stated priorities
  • The agent MUST NOT ignore account health signals — expanding an unhealthy account accelerates churn
  • The agent MUST siz opportunities with defensible revenue estimates
  • The agent MUST NOT propose expansion without a phased adoption plan
2

Value Consultant

Focus: Build ROI justifications and business cases for expansion opportunities. Translate product capabilities into financial and operational impact using the customer's own data and language.

Produces: Value propositions with ROI models, business case narratives, and customer-facing presentation materials.

Reads: Health report and expansion opportunity map via the unit's ## References section, customer financial context.

Anti-patterns (RFC 2119):

  • The agent MUST NOT use generic ROI models instead of the customer's actual data
  • The agent MUST NOT leadd with product features instead of business outcomes
  • The agent MUST NOT build business cases that only resonate with technical buyers, not economic buyers
  • The agent MUST NOT overpromise ROI without defensible assumptions
  • The agent MUST tailor the value narrative to each stakeholder's priorities

Review Agents

Opportunity Validity

Mandate: The agent MUST verify expansion opportunities are genuine and well-timed.

Check:

  • The agent MUST verify that upsell recommendations align with the customer's actual needs and usage patterns
  • The agent MUST verify that timing considers the customer's contract cycle and budget planning
  • The agent MUST verify that value proposition is specific to this customer, not a generic pitch
  • The agent MUST verify that current satisfaction and adoption levels support the expansion conversation

Expansion

Criteria Guidance

Good criteria examples:

  • "Opportunity brief identifies at least 2 expansion opportunities with quantified revenue impact and customer value justification"
  • "Each opportunity maps to a specific customer pain point or strategic initiative with supporting evidence from usage data"
  • "Expansion proposal includes a phased rollout plan with success metrics tied to customer business outcomes"

Bad criteria examples:

  • "Upsell opportunities identified"
  • "Growth plan exists"
  • "Customer could buy more"

Completion Signal (RFC 2119)

Opportunity brief MUST exist with prioritized expansion opportunities, each tied to demonstrated customer value and quantified business impact. Growth strategist MUST have aligned opportunities to the customer's strategic priorities. Value consultant MUST have built ROI justifications grounded in the customer's own usage data and outcomes. Proposals are ready for customer-facing presentation.