Customer Expansion Strategy

Customer Expansion Strategy

Reuse Growee Context

At the start, read .agents/growee-context.md when it exists. Reuse only product, customer, market, outcome, constraint, evidence, and routing fields whose scope, definition, source, and date remain compatible; state what is reused and surface conflicts or staleness before asking for decision-changing gaps. The file grants no system access or execution authority, and this Skill must not silently rewrite the primary diagnosis.

Expand the breadth, depth, or scope of retained value inside an existing customer relationship, then capture commercial value without weakening the original scope. Contracts, billable seats, usage volume, attached products, opportunities, seller touches, price increases, and NRR are operating or commercial signals; none proves that customers realized durable value in the new scope.

Read [expansion-contract.md](references/expansion-contract.md) before accepting account, role, seat, usage, workflow, product, commercial, or NRR evidence. Read [expansion-methods.md](references/expansion-methods.md) before qualifying seat, usage, workflow, product, or account expansion. Read [measurement-and-signals.md](references/measurement-and-signals.md) before calculating cohorts, GRR, NRR, retained expansion, incrementality, or propensity. Read [commercial-handoffs-and-governance.md](references/commercial-handoffs-and-governance.md) before designing product-qualified signals, Product-Led Sales handoffs, customer-success coordination, market localization, or controls. Read [output-contract.md](references/output-contract.md) before delivery. Use [playbook-sources.md](references/playbook-sources.md) to cite the pinned Growth Playbook basis.

Select One Mode

| Mode | Use | | --- | --- | | audit | Diagnose an existing seat, usage, workflow, product, account, signal, NRR, attach, cross-sell, or value-realization claim | | design | Define one bounded expansion hypothesis, eligible population, new-scope value path, commercial handoff, validation plan, and operating controls | | portfolio | Compare expansion types, segments, products, accounts, or capacity scenarios using retained total-customer value, evidence, contribution, and risk |

Name one primary mode, decision, owner, existing customer entity, original value scope, candidate expansion type and scope, market, horizon, and external-action boundary. Public information may verify visible products, packages, prices, roles, offers, and dated claims; it cannot establish private customer health, usage, authority, readiness, expansion, NRR, contraction, support burden, economics, or incrementality.

Freeze The Expansion Contract

Record customer, user, account, workspace, legal entity, team, product, and payer hierarchy; original scope, retained core value, value event, natural frequency, cohort, maturity, reliability, support, renewal, and commercial health; expansion type, adjacent participant or job, new scope, need, readiness, prerequisites, exclusions, authority, security, procurement, budget, implementation, success, and operating capacity; eligibility, signal, exposure, acceptance, provisioning, invitation, activation, first value, repeated value, retention, quote, contract, billing, collection, renewal, downgrade, contraction, churn, decline, and reversal states; product, seller, success, support, finance, security, legal, and operations owners; price, package, entitlements, discounts, contract, currency, cost, contribution, cannibalization, concentration, trust, privacy, evidence states, sources, limitations, and requested external actions.

Use exactly verified, inferred, unavailable, or not applicable for evidence-bearing rows. A stakeholder statement without inspectable support may be a reported signal with no evidence state. Keep product adoption, commercial attachment, billing expansion, prediction, attribution, incrementality, and scenario assumptions separate.

Require Retained Core Value First

Use this state chain:

retained reliable value in original scope
-> adjacent participant, job, product, or unit with a real need
-> qualified opportunity and prerequisites
-> authorized and supported expansion path
-> first value in the new scope
-> repeated and governed adoption
-> original scope remains healthy
-> retained total-customer value and contribution

Do not use expansion to hide weak activation, retention, reliability, implementation, support, or renewal. Preserve alternatives such as feature discovery, training, workflow failure, packaging friction, sales pressure, discounting, contract timing, measurement error, or price-only growth. Route recurring core-value diagnosis to retention.

Keep Expansion Types And Entities Separate

| Type | Primary entity and value test | Main risk | | --- | --- | --- | | Seat | a relevant participant reaches and repeats role-specific collaborative value | contracted shelfware, permissions, coordination, admin and support burden | | Usage | an existing participant completes more successful valuable jobs | forced activity, errors, variable cost, fatigue, or repeated failure | | Workflow | an adjacent recurring job reaches independent first and repeated value | feature sprawl, implementation load, weak fit, or core distraction | | Product or module | an eligible customer adopts and retains value from another product | attach without activation, overlap, cannibalization, package coercion | | Account or team | another team or business unit realizes governed value | authority, procurement, security, change-management, and support friction |

Define eligibility, denominator, start, opportunity, value event, maturity, original-scope guardrail, total-customer outcome, and economics separately. Do not add seats, usage, products, teams, revenue, and markets into one expansion rate. Route geographic market entry to growth-strategy and atomic-network replication to growth-loop-design.

Qualify Need, Readiness, Authority, And Capacity

Product behavior can identify an adjacent need but does not establish commercial authority, budget, permission, security approval, procurement, implementation capacity, or durable demand. Map user, beneficiary, champion, administrator, buyer, approver, payer, security, procurement, and receiving team independently.

For every candidate, require:

• retained original value and no unresolved critical incident or implementation failure;
• observable adjacent need and best-fit evidence;
• prerequisites, exclusions, product readiness, and receiving-unit capacity;
• customer authority, consent, governance, security, procurement, budget, and timing where relevant;
• product, success, sales, support, engineering, finance, and operating capacity;
• new-scope first value, repeat value, original-scope health, total value, contribution, and stop rules.

Do not auto-upgrade, auto-route, force bundles, or contact stakeholders from product signals alone.

Measure Adoption And Commercial Expansion Together

Preserve the full state chain for each expansion type. A contracted seat is not invited, activated, value-bearing, retained, or renewed. Usage volume is not successful value. Product attach is not module activation. An opportunity or closed contract is not implemented customer value.

Decompose:

GRR = (starting recurring revenue - churn - contraction) / starting recurring revenue

NRR = (starting recurring revenue - churn - contraction
       + seat expansion + usage expansion + product expansion
       + other declared expansion) / starting recurring revenue

Show price increases, foreign exchange, one-time revenue, credits, and recovery separately. Healthy NRR can hide declining product value, price pressure, concentration, shelfware, or weak logo retention. Connect revenue to equally mature adoption, customer outcome, margin, support burden, and renewal evidence. Route price, package, entitlement, migration, and commercial-model design to monetization.

Preserve Causal And Cohort Boundaries

Freeze account entity, original value state, eligible opportunity, expansion type, start event, exposure, new-scope first value, repeat and renewal windows, cutoff, maturity, product and contract versions, and original-scope outcomes. Compare compatible accounts and report rates plus absolute retained contribution.

Expanded customers are often older, larger, healthier, seller-selected, or already more likely to renew. Preserve selection, survivorship, reverse causality, account interference, shared workflows, pooled usage, and contract spillovers. Use account, workspace, team, or another mechanism-compatible assignment and route power, interference, analysis, and readout details to growth-measurement.

Govern Product-Qualified Expansion Signals

For each signal, define source, entity, value state, adjacent need, rule or model version, reason code, evidence, counterevidence, confidence, prediction time, eligible action, expiry, owner, capacity, suppression, feedback, and later outcome. Suppress or review incidents, implementation, renewal risk, support escalation, prior decline, ineligible roles, missing authority, and capacity overflow as appropriate.

Prediction of expansion does not show who benefits from an offer or who is authorized to buy. Exclude future contract changes, post-offer behavior, post-close notes, renewal, and later outcomes from pre-treatment features. Require calibration, precision, recall, segment error, fairness, drift, abstention, override, and causal validation before automated use.

Route CRM routing and lifecycle-state integrity to growth-operations, seller and buyer assets plus permitted one-to-one messages to sales-enablement, customer research to customer-research, and lifecycle messages to lifecycle-marketing only under its permission boundary.

Build A Value-Led Portfolio

Compare opportunities by retained core value, eligible reach, adjacent need, readiness, authority, product fit, evidence, time to first and retained value, full implementation and operating cost, retained contribution, success and support capacity, engineering dependencies, reversibility, cannibalization, concentration, trust, risk, uncertainty, and strategic learning.

Return allocation scenarios, owners, evidence horizons, guardrails, decision gates, and stop rules. Potential contract value, attach rate, opportunity count, seller activity, or a propensity score cannot determine the portfolio alone. Do not move budgets or route accounts.

Route Specialist Work

Route core recurring-value diagnosis to retention; new-scope onboarding to activation; pricing, packaging, entitlements, discounts, contracts, GRR, NRR, and revenue economics to monetization; commercial lifecycle, ownership, CRM, routing, forecasting, reconciliation, and shared capability needs to growth-operations; seller and buyer assets to sales-enablement; customer and segment evidence to customer-research and positioning; market expansion to growth-strategy; network-unit replication to growth-loop-design; signal instrumentation to growth-measurement; metrics to growth-measurement; causal tests to growth-measurement; and organization design to growth-operations.

This Skill owns the expansion contract, retained-core-value gate, expansion-type and entity separation, opportunity qualification, new-scope value path, original and total-customer guardrails, expansion cohorts, signal specification, adoption-commercial reconciliation, and value-led portfolio. It does not operate product or commercial systems.

Deliver In Order

Return:

1. mode, decision, owner, customer entity, original scope, expansion type and scope, market, horizon, and action boundary;
2. expansion contract and evidence ledger;
3. original-scope retained-value, reliability, commercial, and capacity gate;
4. adjacent need, participant and buying-role, readiness, authority, prerequisite, and exclusion map;
5. expansion state chain and new-scope first, repeated, retained, original-scope, and total-customer outcomes;
6. cohort, signal, commercial, cost, contribution, cannibalization, and causal ledger;
7. product-to-success-to-commercial handoff or portfolio scenarios with owners and gates;
8. validation, suppression, guardrail, stop, handoff, and pinned Playbook source plan.

For China work, keep market, language, locale, legal entity, account hierarchy, role, product, security, procurement, data, CRM, contract, currency, payment, invoice, tax, channel, support, privacy, applicable review, and local ownership separate. Do not infer any platform, provider, payment, commercial, legal, authority, or customer condition from translation or geography alone.

External-Action Boundary

This Skill creates and reads local artifacts only. Do not access product, analytics, warehouse, CRM, billing, finance, support, success, sales, identity, messaging, experiment, or cloud systems; export customer data; enrich, score, or route named users or accounts; contact customers, executives, sellers, partners, or vendors; change seats, entitlements, limits, packages, prices, discounts, contracts, permissions, lifecycle states, ownership, forecasts, dashboards, budgets, or product state; launch campaigns, offers, tests, or workflows; publish; send; spend; procure; deploy; or claim expansion results without separate task-level authorization and required controls.

Keep One Output Language

Use the requested output language consistently across headings, prose, tables, labels, and actions. When no language is explicit, match the user's dominant language; market, locale, platform, and source language do not override it.

For Simplified Chinese, write natural Simplified Chinese and translate ordinary business or analytical jargon instead of embedding English words such as owner, brief, listing, cohort, baseline, benchmark, guardrail, gate, finding, roadmap, workflow, and handoff. Keep only proper names, standard acronyms after a Chinese first-use definition, machine tokens or IDs, code, formulas, filenames, URLs, and exact quotations where necessary.

For English, use idiomatic English and do not add Chinese glosses except for proper nouns or quoted source text. Use multiple languages only when explicitly requested, and keep each version in a separate labeled section rather than mixing languages within sentences or tables. Do not alternate languages for emphasis or perceived expertise.

Completion Gate

Confirm that the decision, customer entity, original scope, retained core value, expansion type, adjacent need, receiving participant or unit, eligibility, exclusions, readiness, authority, prerequisites, capacity, state chain, first and repeated new-scope value, original-scope health, total-customer value, cohorts, maturity, adoption, commercial attachment, GRR and NRR decomposition, cost, contribution, cannibalization, signals, leakage, fairness, suppression, causal limits, portfolio gates, market context, evidence states, privacy boundary, specialist handoffs, pinned sources, and external-action limit are explicit; incompatible expansion types were not combined; contract, usage, attach, price, opportunity, and prediction were not called customer value; NRR was not treated as sufficient; no named account was scored or routed; and no external action occurred.

Source & license

This open-source skill is cataloged on AgentStack and links to its original source — we do not rehost the code.

• Author: krillinai
• Source: krillinai/growee-skills
• License: MIT
• Homepage: www.clawee.ai/

Install and usage instructions live in the source repository linked above.