Part 3 - Maximizing Value
Path to Value
Accelerate Time to Value
- The Path to Value focuses on guiding customers to quickly realise the benefits of your product or service. By identifying key milestones and removing barriers, you enhance satisfaction and build long-term loyalty.
Utilise Tools to Streamline the Journey
- Leverage resources like the Value Realisation Framework and Customer Success Plans to map out and optimise the customer journey. These tools help track progress, ensure alignment, and drive consistent, measurable outcomes.
Toolkit
Expansion Strategies
Unlock Growth Within Existing Accounts
- Expansion Strategies focus on identifying opportunities to grow revenue by deepening relationships with current customers. One of the most challenging parts for a Customer Success Manager is spotting upsell and cross-sell opportunities within their Book of Business. Let’s be real—not every customer will have an upsell potential. That’s why it’s crucial to manage your time wisely by focusing on the right accounts.
Apply Tools to Drive Smart Expansion
- Utilise resources like Account Growth Plans and Cross-Sell/Upsell Playbooks to strategically target opportunities. Apply the Pareto Principle (80/20 Rule)—focus on the 20% of customers likely to generate 80% of your growth. Clearly define who is responsible for the upsell or cross-sell, ensuring alignment between Customer Success, Sales, and Account Management for a smooth, customer-centric approach.

Toolkit
Reactive to Proactive to Predictive
Evolve Your Approach for Greater Impact
- Moving from Reactive to Proactive to Predictive strategies helps you stay ahead of customer needs. By anticipating challenges and opportunities, you can deliver more value, improve satisfaction, and strengthen relationships.
Leverage Tools to Drive the Shift
- Utilise resources like Proactive Engagement Playbooks and Predictive Analytics Frameworks to guide this evolution. These tools help you identify trends, automate responses, and create strategies that anticipate and address customer needs before they arise.
Toolkit
Drive Adoption
Drive Continuous Engagement
- Adoption is about ensuring customers fully embrace and integrate your product into their daily workflows. Encouraging regular use helps them realise ongoing value, leading to higher satisfaction and long-term retention.
Leverage Tools for Effective Adoption
- Utilise resources like the Adoption Workshop and Feature Adoption Blueprint to create structured, proactive strategies that drive product adoption. These tools help identify barriers, streamline the process, and ensure customers gain maximum value from your product.