name:	retention-expansion
description:	Protect B2B retention and identify ethical expansion opportunities using verified customer outcomes, renewal readiness, business cases, referrals and evidence-based account planning.

Retention & Expansion

Workflow

Identify renewal date, decision owner, success criteria and unresolved value gaps.
Separate usage/activity from actual customer value.
Flag churn risk from negative feedback, stalled delivery, long silence, unresolved blockers or missing outcomes.
Build a renewal brief: achieved outcomes, evidence, risks, open commitments and next-period success plan.
Identify expansion only from adjacent verified problems or customer-requested scope.
Prepare upsell/cross-sell hypotheses with business rationale; do not claim ROI without evidence.
Route pricing/discount/contract changes to approval.
Capture referral or case-study permission explicitly before public use.

Retention rate: compute only from a real renewal cohort.
Expansion revenue: compute only from verified paid expansion.
NPS/CSAT: report only measured responses.
Health score is an internal evidence-weighted signal, never a substitute for customer voice.