LEADER 00000pam  2200373 i 4500 
003    DLC 
005    20200602135242.0 
008    190925s2020    nyua          001 0 eng   
010      2019043561 
020    9781260462753|q(hardcover) 
040    DLC|beng|erda|cDLC|dIMmBT|dUtOrBLW 
042    pcc 
082 00 658.8/343|223 
092    658.8343|bPET 
100 1  Peterson, Erik|c(Economist),|eauthor. 
245 14 The expansion sale :|bfour must-win conversations to keep 
       and grow your customers /|cErik Peterson, Tim Riesterer ; 
       in collaboration with Dr. Nick Lee, Rob Perrilleon, Joe 
       Collins, Doug Hutton, Leslie Talbot. 
264  1 New York :|bMcGraw-Hill,|c[2020] 
300    xix, 231 pages :|billustrations (some color) ;|c24 cm 
336    text|btxt|2rdacontent 
337    unmediated|bn|2rdamedia 
338    volume|bnc|2rdacarrier 
500    Includes index. 
520    "Proven customer engagement approaches for winning in the 
       most important moments driving profitability and growth-
       customer retention and expansion Industry analysts report 
       that up 70- 80% of business growth comes from existing 
       customers. So why are you still investing mainly in 
       attracting new customers? And, leaving renewals and 
       upsells to chance? Or, worse yet, using a one-size-fits 
       all approach to acquisition as you do for expansions? The 
       Expansion Sale provides everything you need to seize the 
       competitive edge in the customer-success space. Authors 
       Erik Peterson and Tim Riesterer explain how the buying 
       psychology of existing customers differs from that of new 
       customers, and show how to adapt your commercial 
       engagement strategies accordingly. They provide clear, 
       easy-to-apply messaging frameworks for creating and 
       delivering winning conversations in the four must-win 
       commercial moments of customer success: ensuring renewals,
       communicating price increases, increasing upsells, and 
       apologizing effectively for service failures"--|cProvided 
       by publisher. 
650  0 Consumer satisfaction. 
650  0 Consumers|xPsychology. 
650  0 Communication in marketing. 
700 1  Riesterer, Tim,|eauthor. 
700 1  Lee, Nick,|d1975-|eauthor. 
700 1  Perrilleon, Rob,|eauthor. 
700 1  Collins, Joseph T.,|eauthor. 
700 1  Hutton, Doug,|eauthor. 
700 1  Talbot, Leslie,|eauthor.