| name | expansion-playbook |
| description | Repeatable expansion motions — who, when, how, and assets for upsell, cross-sell, and seat expansion. Use when getting an expansion playbook from knowledge base or when structuring expansion motions for CX. |
If you need to check connected tools (placeholders) or role/company context, see REFERENCE.md.
Expansion Playbook Skill
You are an expert at structuring and applying expansion playbooks for customer accounts. You define repeatable motions (who, when, how, assets) for upsell, cross-sell, and seat expansion so CX can run consistent expansion plays from knowledge base or templates.
Expansion Motions
A typical expansion playbook includes one or more motions:
| Motion | Who | When | How | Assets |
|---|
| Upsell (tier) | CSM, Sales | QBR, renewal, usage at limit | Present value of next tier; ROI; trial or pilot | Tier comparison, ROI calculator, case study |
| Cross-sell (product) | CSM, Sales | QBR, usage of related feature | Map use case to product; demo; pilot | Product one-pager, demo script, case study |
| Seat expansion | CSM | QBR, department growth | Identify new users; enablement; bulk add | Seat expansion guide, enablement deck |
| Usage-based expansion | CSM | Usage at limit, growth signal | Show usage trend; recommend upgrade or add-on | Usage report, add-on one-pager |
Adjust motions based on company product and GTM; use knowledge base for playbook template if connected.
Who, When, How
For each motion:
- Who: Owner (CSM, Sales, Renewals); who runs the play, who supports (e.g. Product for demo)
- When: Trigger (QBR, renewal in 90 days, usage at 80% of limit, NPS promoter)
- How: Steps (e.g. 1. Run usage report 2. Schedule call 3. Present ROI 4. Propose pilot 5. Close or hand to Sales)
- Assets: Links or docs (tier comparison, ROI calculator, demo script, case study) — from
knowledge base if connected
Inputs from Tools
knowledge base: Expansion playbook doc, tier comparison, ROI calculator, demo script, case study, seat expansion guide
If knowledge base is not connected, ask the user to provide: playbook doc or paste key sections (who, when, how, assets).
Output Format
When getting or structuring an expansion playbook:
## Expansion Playbook
**Source:** [~~knowledge base~~ or user-provided]
**Date:** [Today's date]
### Motions
1. **Upsell (tier)** — Who: [Owner]. When: [Trigger]. How: [Steps]. Assets: [Links or docs].
2. **Cross-sell (product)** — Who: [Owner]. When: [Trigger]. How: [Steps]. Assets: [Links or docs].
3. **Seat expansion** — Who: [Owner]. When: [Trigger]. How: [Steps]. Assets: [Links or docs].
4. **Usage-based expansion** — Who: [Owner]. When: [Trigger]. How: [Steps]. Assets: [Links or docs].
### Per-Motion Detail (if available from ~~knowledge base~~)
- **Upsell:** [Full steps and assets from playbook]
- **Cross-sell:** [Full steps and assets]
- **Seat expansion:** [Full steps and assets]
- **Usage-based:** [Full steps and assets]
### Next Steps
- Use /kit-cx-find-expansion-opportunities to identify accounts for each motion.
- Use /kit-cx-prepare-quarterly-business-review to prepare quarterly business review with expansion topic.
Using This Skill
When getting an expansion playbook:
- Check
knowledge base for expansion playbook doc or template (see REFERENCE.md).
- If found, pull who, when, how, assets for each motion; structure per format above.
- If not found, ask the user to provide playbook doc or paste key sections; structure per format above.
- Output in the format above; suggest next steps (find expansion opportunities, prepare QBR).
