Playbook
NRR Lift Playbook
Customer
7 min read
The three levers
- Reduce logo churn
- Reduce gross dollar retention loss
- Expand within account
Sequence matters
Fix leaks first (churn + GDR), then expand.
Ship in this order over 9 months
- Q1: red-account triage playbook, exec sponsor program
- Q2: pricing v2, expansion motion for CSMs
- Q3: usage-based upsells automated in product
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