This is an example we use during Express Step 11, where a customer is nearing 100% utilization. In this example we use the # of licenses purchased compared to # of licenses assigned. When this number reaches 95% utilization we'd create a CTA for high touch customers.
Description: Proactively manage potential product/capacity overage - includes reviewing Customer360 and identifying if there is an upsell opportunity.
Playbook template:
- Review customers' current usage and contract
- Contact customer for potential upsell
- If upsell opportunity, create new upsell opportunity
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