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Author Peterson, Erik (Economist), author.

Title The expansion sale : four must-win conversations to keep and grow your customers / Erik Peterson, Tim Riesterer ; in collaboration with Dr. Nick Lee, Rob Perrilleon, Joe Collins, Doug Hutton, Leslie Talbot.

Publication Info. New York : McGraw-Hill, [2020]
Location Call No. Status
 Nichols Adult Nonfiction  658.8343 PET    DUE 10-02-21
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Description xix, 231 pages : illustrations (some color) ; 24 cm
Note Includes index.
Summary "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"-- Provided by publisher.
Subject Consumer satisfaction.
Consumers -- Psychology.
Communication in marketing.
Added Author Riesterer, Tim, author.
Lee, Nick, 1975- author.
Perrilleon, Rob, author.
Collins, Joseph T., author.
Hutton, Doug, author.
Talbot, Leslie, author.
ISBN 9781260462753 (hardcover)
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