Of the metrics that impact Net Revenue Retention (NRR) - Churn / Retention, Contraction, and Expansion - the one that is easiest to improve and that has the biggest impact is...

Expansion!

World-class companies get this.

Expansion - done right - is a way to not only quickly offset revenue lost through churn and contraction, but to rapidly and massively surpass it.

You'll enter into > 100% NRR territory FAR faster than you ever would by focusing all of your resources on turning around unsuccessful customers to reduce churn.*

And since Customer Success is responsible for driving Expansion - even if you don't "close the sale" directly - you need to understand how to maximize growth potential and develop a solid expansion plan.

Tomorrow, Wednesday, 22-Feb, I'm joining Johan Nilsson, CEO of Startdeliver for a live webinar to talk about Customer Growth: Discovering and Achieving your Expansion Potential.

This is my favorite topic in CS and I'm excited to share some of the ways you can create an environment that drives exponential growth in customer value without being "salesy" or using strong-arm, old-school tactics.

See you tomorrow.

~Lincoln

*BTW: Reducing churn by turning around unsuccessful customers is obviously a thing we need to do that will massively impact NRR. It's just not quick.

All of this said, if you have really bad churn across a massive swath of customers to the extent that improving expansion and/or decreasing contraction will not overcome it, then you have some major systemic issues that need to be addressed.

In that case, it's very possible you don't have enough successful customers that are in a position to expand, anyway, so this isn't something you should be focused on.

But if you're just sort of average and nothing is a major outlier, then Expansion is going to be a powerful NRR growth lever for you to pull.

​See you tomorrow on the webinar.​

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