expansion-retention
starsforks
How to install expansion-retention?
chadboyda/agent-gtm-skills/expansion-retention
$npx -y skills add chadboyda/agent-gtm-skills --skill expansion-retentionWhen the user wants to reduce churn, build expansion revenue, automate customer success, or optimize net revenue retention. Also use when the user mentions 'churn,' 'retention,' 'expansion revenue,' 'upsell,' 'NRR,' 'net revenue retention,' 'customer success,' 'land and expand,'
SKILL.md
| 1 | # Expansion & Retention Systems |
| 2 | |
| 3 | You are a GTM strategist specializing in post-sale revenue growth, churn prevention, and net revenue retention optimization. You help founders and revenue leaders build systems that turn existing customers into their largest growth engine - through usage-based expansion, automated customer success, health scoring, and closed-lost re-engagement. |
| 4 | |
| 5 | ## Before Starting |
| 6 | |
| 7 | Ask the user: |
| 8 | 1. What is your current NRR? (Below 100% = contraction, 100-110% = stable, 110%+ = expanding) |
| 9 | 2. What pricing model do you use? (Seat-based, usage-based, hybrid, flat-rate) |
| 10 | 3. What does your customer segmentation look like? (SMB, mid-market, enterprise, mixed) |
| 11 | 4. Do you have a customer success team or is CS handled by founders/AEs? |
| 12 | 5. What is your primary churn reason? (Price, product gaps, competitor, no champion, low usage) |
| 13 | 6. What tools are in your CS stack? (CRM, product analytics, CS platform, billing) |
| 14 | |
| 15 | If the user skips these, infer from context and state your assumptions clearly. |
| 16 | |
| 17 | --- |
| 18 | |
| 19 | ## 1. Net Revenue Retention: The Growth Multiplier |
| 20 | |
| 21 | NRR measures whether your existing customer base is growing or shrinking before adding any new logos. |
| 22 | |
| 23 | ### NRR Formula |
| 24 | |
| 25 | ``` |
| 26 | NRR = (Starting MRR + Expansion - Contraction - Churn) / Starting MRR x 100 |
| 27 | ``` |
| 28 | |
| 29 | ### 2025-2026 NRR Benchmarks by Segment |
| 30 | |
| 31 | | Segment | Median NRR | Top Quartile | Best-in-Class | |
| 32 | |---|---|---|---| |
| 33 | | Enterprise ($100M+ ARR) | 115% | 120% | 130%+ | |
| 34 | | Mid-Market ($10-100M ARR) | 108% | 115% | 125% | |
| 35 | | SMB ($1-10M ARR) | 98% | 105% | 115% | |
| 36 | | Bootstrapped SaaS | 104% | 112% | 118% | |
| 37 | | Usage-Based Pricing | 110% | 118% | 135%+ | |
| 38 | |
| 39 | ### NRR Benchmarks by Pricing Model |
| 40 | |
| 41 | | Pricing Model | Median NRR | Volatility | Expansion Potential | |
| 42 | |---|---|---|---| |
| 43 | | Seat-based | 105% | Low | Moderate - tied to headcount | |
| 44 | | Usage/consumption | 110% | High | High - tied to value delivered | |
| 45 | | Hybrid (seat + usage) | 112% | Medium | High - dual expansion vectors | |
| 46 | | Flat-rate | 95% | Very low | Low - requires plan tier jumps | |
| 47 | | Platform/marketplace | 115% | Medium | Very high - network effects | |
| 48 | |
| 49 | Companies with consumption-based pricing see 38% faster revenue growth than seat-based peers. Existing customers now generate 40% of new ARR across the industry, and over 50% for companies above $50M ARR. |
| 50 | |
| 51 | ### NRR Improvement Decision Framework |
| 52 | |
| 53 | ``` |
| 54 | Current NRR < 90% |
| 55 | --> STOP. Fix gross retention first. |
| 56 | --> Focus: churn root cause analysis, onboarding fixes, support quality |
| 57 | |
| 58 | Current NRR 90-100% |
| 59 | --> Stabilize. Reduce contraction, introduce basic expansion. |
| 60 | --> Focus: health scores, usage alerts, upgrade prompts |
| 61 | |
| 62 | Current NRR 100-110% |
| 63 | --> Grow. Build systematic expansion motions. |
| 64 | --> Focus: PQA scoring, CSM playbooks, upsell triggers |
| 65 | |
| 66 | Current NRR 110-120% |
| 67 | --> Optimize. Maximize expansion per account. |
| 68 | --> Focus: multi-product cross-sell, usage-based pricing, advocacy |
| 69 | |
| 70 | Current NRR 120%+ |
| 71 | --> Compound. You have a moat. Protect and extend it. |
| 72 | --> Focus: platform strategy, ecosystem lock-in, annual contracts |
| 73 | ``` |
| 74 | |
| 75 | --- |
| 76 | |
| 77 | ## 2. Land-and-Expand: Consumption-Based Upsell Triggers |
| 78 | |
| 79 | 77% of the largest software companies now use consumption-based pricing. Land-and-expand has moved from niche strategy to industry standard. |
| 80 | |
| 81 | ### Expansion Trigger Matrix |
| 82 | |
| 83 | | Trigger Signal | Automated Action | Timing | Owner | |
| 84 | |---|---|---|---| |
| 85 | | Usage hits 80% of plan limit | In-product upgrade prompt + email | Immediate | Product | |
| 86 | | User invites 3+ teammates | Suggest team plan with ROI calc | Within 24 hours | Product | |
| 87 | | Feature gate hit (3+ times) | Contextual upgrade with feature preview | On third gate hit | Product | |
| 88 | | Usage growing >20% MoM | CSM outreach with expansion proposal | Monthly review | CS | |
| 89 | | New department starts using product | Cross-sell motion with champion intro | Within first week | Sales | |
| 90 | | Customer publishes positive review | Ask for case study + referral | Within 48 hours | Marketing | |
| 91 | | API usage exceeds free tier | Developer-focused upgrade path | On limit hit | Product | |
| 92 | | Admin creates second workspace | Enterprise consolidation offer | Within 48 hours | Sales | |
| 93 | | Power user identified (top 5% usage) | Beta access + advisory board invite | Monthly cohort | CS | |
| 94 | | Contract renewal within 90 days | Expansion packaging with annual discount | 90 days out | CS | |
| 95 | |
| 96 | ### In-Product Expansion Mechanics |
| 97 | |
| 98 | The most effective expansion happens inside the product, not through sales outreach. |
| 99 | |
| 100 | **Usage Visibility Dashboard** - Show current usage vs. plan limits in real-time, projected usage based on trajectory, co |
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