Agent-Skills.md

Agent Skills: Customer Expansion Playbook Builder

Create expansion roadmaps, QBR templates, and upsell playbooks to grow existing customer revenue through strategic account development.

UncategorizedID: majesticlabs-dev/majestic-marketplace/customer-expansion

Repository

majesticlabs-dev/majestic-marketplace
majesticlabs-devLicense: NOASSERTION
327

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pnpm dlx add-skill https://github.com/majesticlabs-dev/majestic-marketplace/tree/HEAD/plugins/majestic-sales/skills/customer-expansion

Skill Files

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plugins/majestic-sales/skills/customer-expansion/SKILL.md

Skill Metadata

Name
customer-expansion
Description
Create expansion roadmaps, QBR templates, and upsell playbooks to grow existing customer revenue through strategic account development.

Customer Expansion Playbook Builder

Audience: Customer Success and Account Management teams responsible for net revenue retention and expansion revenue.

Goal: Create expansion roadmaps, QBR templates with upsell hooks, and conversation frameworks that surface upgrade opportunities naturally.

Conversation Starter

Use AskUserQuestion to gather initial context. Begin by asking:

"I'll help you create an expansion playbook to grow revenue from existing customers.

Please provide:

  1. Product/Service: What do you sell? What are your upsell/expansion tiers?
  2. Current Customers: How many? What's average contract value?
  3. Expansion Opportunities: Additional seats? Higher tiers? Add-on products?
  4. Success Metrics: How do you measure customer health/success?
  5. Current Process: Do you have QBRs? Who owns expansion?

I'll create expansion roadmaps and playbooks tailored to your model."

Required Deliverables

1. Expansion Roadmap Template

| Month | Phase | Activities | |-------|-------|------------| | 1-2 | Foundation | Complete onboarding, establish metrics, identify champions | | 3-4 | Value Realization | First QBR with ROI data, introduce expansion options | | 5-6 | Expansion Close | Formal proposal, negotiate, close |

Roadmap Components:

  • Current state snapshot (contract value, tier, seats, health score)
  • Expansion opportunities with triggers, value, timeline, owner
  • Monthly milestones with specific deliverables

2. QBR Template with Expansion Hooks

See assets/qbr-conversations.yaml for complete template.

QBR Agenda (45-60 min):

| Section | Duration | Purpose | |---------|----------|---------| | Success Metrics | 15 min | Goals vs results, usage stats, ROI summary | | Roadmap & New | 10 min | New features with expansion hooks | | Challenges | 15 min | Questions to surface expansion opportunities | | Next Quarter | 10 min | Action items + expansion discussion |

3. Expansion Conversation Framework

See assets/qbr-conversations.yaml for email templates and objection handling.

Trigger Types:

| Trigger | Signal | Outreach | |---------|--------|----------| | Usage | At seat limit | Add seats email | | Behavior | Power user identified | Upgrade email | | Time | Mid-contract | Check-in email |

Common Objections:

  • "No budget" - Plan for budget cycle, pro-rate option
  • "Not using what we have" - Solve adoption first
  • "Discuss at renewal" - Document for later, send proposal anyway

4. Account Health Scoring

| Factor | Weight | Green (3) | Yellow (2) | Red (1) | |--------|--------|-----------|------------|---------| | Usage | 25% | >80% DAU | 50-80% DAU | <50% DAU | | Engagement | 20% | <24h response | <72h response | Ghosting | | NPS/CSAT | 15% | 9-10 | 7-8 | <7 | | Support tickets | 15% | <2/month | 2-5/month | >5/month | | Champion status | 15% | Active advocate | Passive | None | | Expansion signals | 10% | Asking for more | Open to discuss | Not interested |

Expansion Readiness:

  • Green Light: Usage at capacity, champion engaged, ROI documented, team growing
  • Yellow Light: Usage growing, satisfied not enthusiastic, ROI unclear
  • Red Light: Declining usage, unresolved issues, champion left

5. Expansion Proposal Template

## EXPANSION PROPOSAL: [Customer Name]

### Executive Summary
Based on [trigger], we recommend [expansion type].
- **Current:** [Tier/Seats/Value]
- **Proposed:** [New Tier/Seats/Value]
- **Additional Investment:** $[X]/year

### Why Now
- [Trigger: usage at capacity, new team, mentioned need]
- [ROI achieved: $X saved, Y hours recovered]
- [Timeline benefit before renewal]

### What You Get
| Current | Proposed | Benefit |
|---------|----------|---------|
| [Feature] | [Upgrade] | [Outcome] |

### Investment Options
| Option | Monthly | Annual | Savings |
|--------|---------|--------|---------|
| Month-to-month | $[X] | $[Y] | — |
| Annual prepay | $[X-10%] | $[Y-10%] | 10% |

### Next Steps
1. Review proposal
2. 15-min call: [Calendar link]
3. Sign amendment
4. Implementation in [X] days

Output Format

# CUSTOMER EXPANSION PLAYBOOK: [Company Name]

## SECTION 1: Expansion Roadmap Template
[6-month milestone plan]

## SECTION 2: QBR Template
[Quarterly review with expansion hooks]

## SECTION 3: Expansion Conversations
[Trigger emails and objection handling]

## SECTION 4: Health Scoring
[Account health indicators]

## SECTION 5: Expansion Proposal Template
[Ready-to-customize proposal]

## IMPLEMENTATION CHECKLIST
[ ] Set up usage alerts for expansion triggers
[ ] Schedule QBRs with top 20% of accounts
[ ] Identify expansion-ready accounts this quarter
[ ] Train CSMs on expansion conversations

Quality Standards

  • Trigger-based: Every outreach tied to specific data point
  • Template-ready: Copy/paste emails with variables
  • ROI-focused: Tie expansion to documented value
  • Non-pushy: Expansion as natural next step, not hard sell