WorkflowsCustomer Success

Drive Expansion & Growth

Identify expansion opportunities and improve support quality. Build stronger customer partnerships through predictive insights.

Mind Reasoner

Stop Missing Opportunities

The shift: Create customer minds. Know when they’re ready to expand. Understand how to improve their experience. Build stronger partnerships.

Result: Higher account growth and deeper customer relationships.

Two Key Opportunities

Account Expansion

The challenge:

  • Is this customer ready for upsell?
  • Which products/features would they value?
  • How should I approach the conversation?
  • Will this damage trust or strengthen it?

The solution:

  • Predict their readiness for expansion
  • Know which offerings resonate
  • Test upsell approaches beforehand
  • Expand accounts without damaging trust

Outcome: Grow revenue while strengthening relationships

Support Quality

The challenge:

  • How do customers perceive our support?
  • What frustrations aren’t they voicing?
  • How can we improve their experience?
  • What would increase their satisfaction?

The solution:

  • Predict their support experience
  • Uncover unvoiced frustrations
  • Test service improvements
  • Act on feedback before they complain

Outcome: Proactively improve support quality

Account Expansion: Know When to Grow

1. Assess Expansion Readiness

Ask the customer mind:

$> "SCENARIO: Your Customer Success Manager reaches out to you (as a
>VP-level customer on a $85K/year Professional plan) to discuss your
>experience. You've been using the platform for 10 months and your team
>is growing. They're exploring whether you might benefit from additional
>capabilities.
>
>QUESTION: How satisfied are you with our current service? What additional
>capabilities would help your team? Are you ready to expand or do you need
>more value from your current plan first?"

Result: Know if they’re ready to expand or need more value first

2. Identify What They’d Value

$> "SCENARIO: Your account manager mentions they have advanced analytics
>and API access available as add-ons to your current plan. You're on the
>Professional tier ($65K/year) and have been a customer for 8 months. They're
>gauging your interest before making a formal proposal.
>
>QUESTION: Would you be interested in these additional capabilities? What
>value would they provide for your team? What would justify the additional
>investment?"

Result: Know which offerings resonate before proposing

3. Test Your Approach

$> "SCENARIO: Your Customer Success Manager schedules a call to discuss
>upgrading from your current Professional plan ($70K/year) to the Enterprise
>tier. You've been a customer for 14 months and they believe your growing
>team could benefit from enterprise features. The call is scheduled for
>next week.
>
>QUESTION: How will you respond to this upsell conversation? Is now a good
>time for your company to expand investment? What would make you say yes vs.
>feel like you're being pushed into something premature?"

Result: Expand accounts with approaches that strengthen trust

Real Example: Upsell Opportunity

Without customer mind:

You think customer is ready to expand based on usage data.

What happens:

  • You: “I wanted to discuss upgrading to our Enterprise plan”
  • Customer: “We’re actually evaluating if we’re getting value from current plan”
  • You: [damaged trust by pushing expansion when they’re questioning value]

Result: Upsell attempt backfired. Relationship weakened.

Support Quality: Improve Proactively

1. Assess Support Experience

Ask the customer mind:

$> "SCENARIO: Your Customer Success Manager sends you a survey asking about
>your support experience. You're a customer on the $90K/year Professional plan
>and have been with the company for 11 months. You've submitted 12 support
>tickets over the past quarter.
>
>QUESTION: How would you describe your experience with our support team?
>What frustrates you about the support process? What's working well?"

Result: Understand their support experience from their perspective

2. Uncover Hidden Issues

$> "SCENARIO: Your vendor's support team has been handling your tickets
>over the past few months. You're on a $110K/year Enterprise plan and have
>been a customer for 15 months. While you generally respond politely to
>support interactions, you haven't shared all your frustrations.
>
>QUESTION: What frustrations with support haven't you told us about? What
>negative experiences have you had that you kept to yourself? What would
>improve your support experience?"

Result: Find issues before they escalate or damage the relationship

3. Test Improvements

$> "SCENARIO: Your vendor announces they're implementing a new support model
>with 4-hour response SLA and dedicated support engineers for Enterprise
>customers like you. You're currently on a $125K/year plan and have experienced
>some support frustrations. They're asking for feedback before rolling it out.
>
>QUESTION: Would these improvements address your support concerns? What would
>make this new model actually work better for you? What else would help improve
>your support experience?"

Result: Focus improvements on what actually matters to customers

Real Example: Support Quality

Before QBR

You ask customer mind:

$> "SCENARIO: Your Customer Success Manager reaches out for feedback before
>your upcoming Quarterly Business Review. You're a VP-level customer on a
>$140K/year Enterprise plan and have been with the company for 13 months.
>You've had multiple support interactions over this time but haven't given
>detailed feedback.
>
>QUESTION: How would you describe your experience with our support team?
>What frustrations do you have that you haven't shared? Be honest about
>what's working and what's not."

Customer mind reveals:

SUPPORT SATISFACTION: LOW (at risk)
Frustrations I haven't voiced:
1. Response Time Inconsistency
   Experience: Sometimes 2 hours, sometimes 2 days
   Why I didn't say: Don't want to complain
   Impact: Can't rely on support for urgent issues
   Risk: Actively looking for more reliable vendors
2. Knowledge Gaps
   Experience: Often get transferred 2-3 times
   Why I didn't say: Assume it's normal
   Impact: Wastes my time, delays resolution
   Risk: Losing confidence in your expertise
3. No Proactive Communication
   Experience: I have to chase for updates
   Why I didn't say: Thought that's just how it works
   Impact: Feel forgotten and unvalued
   Risk: Damages overall relationship
If one more urgent issue gets slow response:
- Will escalate to executive team
- Will evaluate alternatives
- Renewal at risk

In QBR

What happens:

  • You: “I wanted to address support response times. How has that been?”
  • Customer: “Actually, that’s been inconsistent…” [opens up about frustration]
  • You: [acknowledges issue, commits to SLA and proactive updates]
  • Customer: [feels heard, gives you chance to improve]

Result: Prevented escalation by addressing hidden frustration proactively.

Common Scenarios

Upsell Readiness Assessment: Predict current satisfaction with existing service, readiness for expansion conversation, which products/features would resonate, budget and approval constraints, and best timing and approach. Know before proposing whether expansion strengthens or damages trust.

Cross-Sell Opportunities: Predict awareness of your other offerings, interest level in additional products, use cases and value perception, and budget availability and priorities. Test cross-sell approaches to find what resonates.

Support Experience Audit: Predict how they perceive support quality, specific frustrations (voiced and unvoiced), response time expectations, and communication preferences. Identify support issues before they damage relationships.

Customer Health Monitoring: Predict overall relationship strength, satisfaction trajectory (improving/declining), advocate potential vs. churn risk, and what would increase loyalty. Monitor regularly to catch declining satisfaction early.

Implementation

Use Mind Reasoner through Claude Code

You:

$> Create a customer mind for Robert Martinez, VP Operations at LogisticsCo,
>using /Documents/customer-calls/logisticsco-vp-ops.vtt

Mind Reasoner:

✓ Training customer mind... (~10 min)

You:

$> SCENARIO: Your account manager is planning to reach out to Robert Martinez
>(VP Operations at LogisticsCo, currently on Professional tier at $72K/year)
>about upgrading to Premium tier. He's been a customer for 9 months and his
>team is using 95% of their current capacity.
>
>QUESTION: How satisfied is Robert with our current service? Would he be
>interested in expanding to Premium tier right now? What would make him say
>yes vs. feel like it's premature?

Mind Reasoner:

EXPANSION READINESS: READY
Current satisfaction: HIGH
Interest in Premium tier: HIGH
Best approach: Frame as natural progression, lead with reporting
You'll close this expansion.

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Questions? Email support@mindreasoner.com