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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.
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基于 SOC 职业分类
Churn signals, at-risk criteria, and suggested actions for customer accounts. Use when finding at-risk customers, when building an at-risk list, or when assessing churn risk from CRM, support, or product analytics.
Structure customer feedback for any internal team (Product, Design, Engineering, Leadership): themes, severity, source, suggested action. Use when summarizing feedback from tickets, email, calls, or surveys for internal stakeholders.
Research customer questions by searching across documentation, knowledge bases, and connected sources, then synthesize a confidence-scored answer. Use when a customer asks a question you need to investigate, when building background on a customer situation, or when you need account context.
Structure and package support escalations for engineering, product, or leadership with full context, reproduction steps, and business impact. Use when an issue needs to go beyond support, when writing an escalation brief, or when assessing whether an issue warrants escalation.
Usage vs entitlement, expansion opportunity by account or segment. Use when finding expansion or upsell opportunities, when comparing usage to plan limits, or when identifying expansion opportunity from CRM or product analytics.
Health dimensions, score factors, and risk flags for customer accounts. Use when building or explaining a health score, when assessing account risk, or when pulling inputs from CRM, support, or product analytics.
| 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.
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.
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.
For each motion:
If knowledge base is not connected, ask the user to provide: playbook doc or paste key sections (who, when, how, assets).
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.
When getting an expansion playbook: