02444nam a2200349 i 4500 OSt 20211216123259.0 210120t20202020nyuad er 001 0 eng d 9781260462753 RM132.00 hardback PPAK eng PPAK rda 23 658.812 658.812 PET R Peterson, Erik, author. 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 New York : McGraw-Hill Education, [2020] ©2020 xix, 231 pages : colour illustrations, colour charts ; 24 cm rdacontent text rdamedia unmediated rdacarrier volume Includes index PART I DEVELOPING THE EXPANSION MESSAGE -- 1 Acquisition Does Not Equal Expansion -- 2 Expansion Messaging-Mission Critical, but Missing in Action -- 3 Why Stay and the Psychology Behind Renewals -- 4 Cracking the Code on the Price Increase Conversation -- 5 Why Pay More-A Framework for Improving Your Price Increase Conversations -- 6 Messaging for the Upsell-The Why Evolve Conversation -- 7 The Winning Why Evolve Message Framework 8 "Sorry" Shouldn't Be the Hardest Word- Apology Science and the Expansion Sale -- 9 The Winning Why Forgive Message Framework -- PART II DELIVERING THE EXPANSION MESSAGE -- 10 The Right Message at the Right Time-Mastering Situational Fluency -- 11 Delivering the Message-Essential Skills for the Expansion Seller -- 12 Navigating the Conversation-Advanced Skills for the Expansion Seller -- 13 Expansion Messaging as a Commercial Strategy -- 14 Parting Thoughts -- _Real-World Examples -- Index -- About the Authors Providing everything you need to seize the competitive edge in the customer-success space, this book offers clear, easy-to-apply messaging frameworks for creating and delivering winning conversations in the four must-win commercial moments of customer success. -- Customer equity. Customer loyalty. Riesterer, Tim, author. Perrilleon, Rob, author. Collins, Joe, author. Hutton, Doug, author. Talbot, Leslie, author. ddc B 181397 181397 0 1 PPAK R 2021-02-09 R 658.812 PET A01673853 2021-02-09 00:00:00 B 0 1 PPAK R 2022-01-25 R 658.812 PET A01720563 2022-01-25 00:00:00 B 0 1 SP R 2022-01-25 R 658.812 PET A01720564 2022-01-25 00:00:00 B 0 1 KM R 2022-01-25 R 658.812 PET A01720565 2022-01-25 00:00:00 B 0 0 PPAK G 2022-01-26 658.812 PET A01720630 2022-01-26 00:00:00 B 0 0 SP G 2022-01-26 658.812 PET A01720631 2022-01-26 00:00:00 B