Workflows that defend and grow NRR
Both sides of net revenue retention – gaps closed early and expansion sourced from usage – with a review that records what each move earned.
Expansion Signal to PQL Handoff Playbook 2026
Your customers who upgraded showed you what ready looks like before they asked. This play checks every account against them each week, confirms the records before anyone calls it ready, and puts the move on the account in your CRM: an upgrade conversation for your AE, an in-app prompt your team chose to automate – or no move, with the reason noted.
Seat & Feature-Adoption Upsell Playbook 2026
Accounts show what they'd pay more for by how they use what they have. This play compares each account in a segment every week with the customers who bought your add-on or added seats, checks the records before calling it a gap, and puts one move on the account in your CRM: an add-on deal, a seat true-up – or no move, with the reason noted.
Renewal-Risk Radar Playbook 2026
Renewals go best when the account already looks like your customers who renewed. From 90 days out, this play compares every renewing account with them each week – usage and revenue – checks the records, and puts one move on the account in your CRM: an expansion look, a value review, a save plan with the CSM – or no move, with the reason noted.
Churn-Risk Save Playbook 2026
Your customers who renewed show you what steady use looks like. This play checks every account against that benchmark each week, catches the ones drifting further away while the gap is still worth closing, and puts the move on the account in your CRM: a save conversation, a re-engagement sequence your team chose to automate – or no move, with the reason noted.
The Eight-Week Review Playbook 2026
Eight weeks after a move, this play brings the account back up and asks what changed. It keeps activity, progress and business result apart, checks what else played a part, and puts the verdict on the CRM record: it worked, change it, stop it, or give it more time – with the reason noted. Each quarter, what worked goes back into the benchmark.
The Shelfware Confession Playbook 2026
Seats paid and seats in use drift apart. This play compares each account's seat use every week with customers its size that renewed at the same or higher revenue, checks the records before calling it a gap, and puts one move on the account in your CRM: a seat review with both paths, a reactivation plan, a right-size quote – or no move, with the reason noted.
Health Score Backtest Playbook 2026
Put the health score you already have beside what happened at last year's renewals: what it caught, what left while green, which red flags renewed fine, how much warning it gave. If it held up, keep it and retest next year. If it fell short, rebuild on a benchmark of what your successful customers did, picked on earlier renewals and tested on later ones.
Build the Benchmark from Your Best Customers Playbook 2026
Every other play compares accounts with a benchmark. This is how to build it: pull the customers who renewed flat or up, shrank or left, strike the unfair matches, compare usage and revenue by customer type and stage, label thin segments low confidence, and have your CS lead approve what good looks like – then check it every quarter.
Usage Bill-Shock Absorber Playbook 2026
A usage spike can be the best news an account sends you. This play catches it mid-cycle, compares it with how your customers who moved up a plan grew, and puts a drafted move on the account in your CRM before the invoice lands: a plan conversation, a note naming a runaway meter – or no move, with the reason noted.
Support-to-Expansion Goldmine Playbook 2026
When a customer asks support for a higher limit or a missing feature, they have written down what they want to buy. This play catches the tagged ticket, compares the account with your successful customers, and puts the move on the account in your CRM with the ticket attached: an upgrade conversation, an add-on or seats offer – or no move, with the ask passed to product.
AI Renewal Agent for the Long Tail 2026
Small renewals go best when they're handled on time, and your team's hours go further on the accounts that need a person. This play checks every renewal below your long-tail line against customers who renewed, then picks a lane: leave it alone, a renewal agent your team set up for standard terms, or the AM – with every step on the CRM record.
Renewal Forecast Truth Serum Playbook 2026
Your customers who renewed show what a safe renewal looks like. From 120 days out, this play checks each forecast call against that benchmark every week, usage and revenue, and puts only the disagreements on the pipeline review – or no move where the two agree – with every re-grade and override recorded on the account in your CRM.
Customer Layoffs Counter-Play 2026
When a customer cuts staff, the goal is to keep the logo and an expansion path for when they rehire. Layoff news starts this play; the check compares seats and usage with the account's pre-news level and your successful customers. Real impact gets a right-size-and-retain offer and a revised forecast on the CRM record; no impact yet gets no move and a 30-day recheck.
Churned-Account Win-Back Playbook 2026
Some former customers left over one reason your team has since fixed. This play checks them each quarter, and whenever a fix or new plan ships: did they look like your successful customers before they left, and does the reason still stand? The answer lands on the CRM record as a drafted note for the AE, or no move, with the reason and a recheck date.
Multi-Year Deal Decay Watch 2026
A multi-year deal takes the renewal date off the calendar for years. This play puts a check on every contract anniversary instead: it compares the account with customers who renewed, at the same contract month, and with its own first year, then puts one move on the account in your CRM – an expansion look, a value review, or no move until the next anniversary.
Pricing Migration Without the Churn Spike 2026
New pricing is a chance to put every customer on the plan that fits how they already work. This play sorts each account by its usage against the new packaging and your successful customers, then runs the move on the CRM record: a wave notice, an upgrade case, a call first – or no move until renewal, with the reason noted.
Every playbook, one download
All 32 workflows as print-ready playbooks — diagrams included. Plus every new workflow as we publish it.