The #1 mistake CSMs make when trying to drive expansion — and how to fix it

In this episode of the Customer Success Pro podcast, Anika Zubair discusses the common pitfalls in customer expansion strategies and emphasizes the importance of proactive engagement. She highlights that expansion should not be treated as a one-time event but rather as an ongoing process that requires continuous conversations and guidance. Anika provides actionable strategies for identifying growth triggers, building expansion pathways, and reframing discussions around customer outcomes to drive successful upsell conversations.

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Chapters:
00:00 Introduction
03:11 The Myth of Expansion Timing
06:06 Proactive Strategies for Customer Growth
08:54 Building an Expansion Pathway
12:10 Reframing Expansion Around Outcomes
15:01 The Importance of Continuous Conversations
18:14 Listener Challenge and Recap

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Website: thecustomersuccesspro.com

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