Create upsell, cross-sell, and renewal playbooks for existing customers — identify expansion signals, build business cases, and run expansion conversations. Use this skill whenever a CS or sales team wants to grow existing accounts, identify upsell opportunities, prepare for renewal conversations, build expansion strategies, or says "how do I upsell [customer]", "renewal strategy", "cross-sell opportunity", "expand this account", or "net revenue retention". Also trigger when someone mentions land-and-expand, account expansion, customer growth, or NRR.
Creates expansion playbooks for existing customers by analyzing account data and identifying upsell, cross-sell, and renewal opportunities.
/plugin marketplace add https://www.claudepluginhub.com/api/plugins/jbalbu01-sales-enablement-2/marketplace.json/plugin install jbalbu01-sales-enablement-2@cpd-jbalbu01-sales-enablement-2This skill inherits all available tools. When active, it can use any tool Claude has access to.
Growing existing customers is cheaper and faster than acquiring new ones. This skill helps CS and sales teams identify expansion signals, build compelling business cases, and run expansion conversations that feel like partnership — not a sales pitch.
┌─────────────────────────────────────────────────────────────────┐
│ EXPANSION PLAYBOOK │
├─────────────────────────────────────────────────────────────────┤
│ PLAYS │
│ 1. Upsell — More of the same (more seats, higher tier) │
│ 2. Cross-sell — New products or modules │
│ 3. Renewal — Protect and grow at renewal │
│ 4. Land-and-Expand — Strategy from initial deal to full deploy │
│ │
│ SIGNALS │
│ • Usage patterns (high adoption → ready for more) │
│ • Team growth (hiring → need more seats) │
│ • New use cases (expanding beyond original intent) │
│ • Champion promotion (your advocate now has more budget) │
│ • Competitor displacement (using something else for adjacent) │
│ • Contract milestones (renewal approaching, initial ROI proven) │
├─────────────────────────────────────────────────────────────────┤
│ SUPERCHARGED (when you connect your tools) │
│ + ~~CRM: Customer deal history, ARR, and contract dates │
│ + ~~CRM: Contact roles and champion mapping │
│ + ~~CRM: Usage data and health scores (if tracked) │
│ + ~~data enrichment (ZoomInfo): Company growth and hiring │
│ + ~~data enrichment (ZoomInfo): Tech stack changes │
│ + ~~data enrichment (Clay): Expansion signals and triggers │
│ + ~~data enrichment (LinkedIn): Champion job changes │
│ + ~~data enrichment (LinkedIn): Company news and updates │
│ + ~~chat: Internal customer discussions and feedback │
│ + ~~calendar/email: Recent customer correspondence │
└─────────────────────────────────────────────────────────────────┘
CRITICAL: Before asking about the customer, pull everything from connected tools. Expansion intelligence is most powerful when grounded in real account data, growth signals, and relationship history.
Check if you have access to CRM tools (look for tools containing search_crm_objects, get_crm_objects, or similar).
If CRM tools ARE available:
deals for the company name — pull all deals (won, open, lost).
dealname, amount, dealstage, closedate, createdate, pipeline, hubspot_owner_id, dealtype, descriptionfirstname, lastname, jobtitle, email, phone, lifecyclestagename, domain, industry, numberofemployees, annualrevenue, description, founded_yearZoomInfo (if available):
zoominfo_search_company with the customer company name/domain.
zoominfo_get_org_chart for the customer.
zoominfo_get_tech_stack for the customer.
Clay (if available):
clay_enrich_company with customer domain.
clay_trigger_enrichment for expansion-specific signals.LinkedIn (if available):
linkedin_get_profile for your champion contact.
linkedin_search_companies for customer company.
Check if you have access to Gong tools (look for tools prefixed with gong_).
If Gong tools ARE available:
gong_search_calls with the company name.gong_get_transcript.
If chat tools are available (slack_search_public, slack_search_public_and_private):
If calendar/email tools are available:
"I pulled the full account picture for [Customer]: $[X] current ARR across [N] deals since [date]. Per CRM, they have [N] contacts with [N] users on [products]. Per ZoomInfo, they've grown from [N] to [N] employees since signing (+[X]%). [If LinkedIn:] Your champion [Name] was recently promoted to [new title]. [If Gong:] On the last QBR, they mentioned [new need/pain]. Expansion signals detected — building your playbook now..."
After the auto-pull, ask ONLY for what the tools couldn't provide:
Build using ALL evidence. Cite sources: "Per CRM:", "Per ZoomInfo:", "Per LinkedIn:", "Per Gong:", "Per Slack:", "User reported:"
memory/deal-patterns.md with expansion patterns (what triggers work)memory/team.md with CSM/AE expansion skills and patternsmemory/changelog.md# Expansion Plan: [Customer Name]
**CSM:** [Name] | **AE:** [Name]
**Current ARR:** $[amount]
**Contract Renewal:** [Date]
**Expansion Potential:** $[amount] | [X]% confidence
---
## Current State
| Metric | Value |
|--------|-------|
| Users / Seats | [Current] of [Licensed] |
| Adoption Rate | [X]% |
| Health Score | [X]/100 |
| NPS / CSAT | [Score] |
| Modules Used | [List] |
| Modules Available | [Not yet purchased] |
## Expansion Signals Detected
| Signal | Evidence | Opportunity |
|--------|----------|-------------|
| 🟢 [Signal] | [Specific evidence] | [What to propose] |
| 🟢 [Signal] | [Evidence] | [Opportunity] |
| 🟡 [Signal] | [Weaker evidence] | [Worth exploring] |
## Recommended Plays
### Play 1: [Upsell/Cross-sell/Tier Upgrade]
**What:** [Specific expansion proposal]
**Why Now:** [Trigger or signal that makes this timely]
**Value to Customer:** [In their terms — not yours]
**Estimated ARR Impact:** $[amount]
**Approach:** [How to position this conversation]
**Talk Track:**
> "[Opening that connects to their business goals, not your quota]"
### Play 2: [Second opportunity]
[Same structure]
---
## Renewal Strategy (if renewal within 6 months)
**Renewal Date:** [Date]
**Risk Level:** 🟢🟡🔴
**Expansion at Renewal:** [Likely / Possible / Unlikely]
### Pre-Renewal Timeline
| Weeks Before | Action | Owner |
|-------------|--------|-------|
| 12 weeks | Executive business review | CSM |
| 8 weeks | Renewal + expansion proposal | AE |
| 4 weeks | Negotiate and finalize | AE |
| 2 weeks | Contract execution | Legal |
### Renewal Conversation Guide
1. Start with value delivered (their ROI, not your features)
2. Review success against original criteria
3. Introduce expansion as a natural next step
4. Handle any concerns proactively
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