Introduction
Reaching customers through multiple engagement channels increases the effectiveness of expansion efforts. A combination of email, in-app messages, webinars, and direct outreach ensures that the right message is delivered at the right time. This article outlines how to implement multi-channel engagement to drive expansion success.
Step 1: Use In-App Engagements for Targeted Messaging
Real-time, contextual in-app prompts enhance expansion efforts.
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Deploy in-app messages based on user behavior: Use In-App Engagements to introduce customers to premium features they haven’t used yet.
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Trigger feature adoption nudges: Prompt customers who show partial engagement to explore additional functionalities that align with their use case.
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Test different engagement styles: A/B test tooltips, pop-ups, and banners to identify which drive the highest conversion rates.
Step 2: Automate Email Campaigns for Scalable Expansion Outreach
Email remains a key engagement channel for expansion campaigns.
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Create personalized email journeys: Leverage Journey Orchestrator to automate expansion email sequences.
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Segment email recipients by behavior: Tailor outreach based on customer usage trends, survey responses, and NPS scores.
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Use A/B testing to refine messaging: Test different subject lines, CTA placements, and content personalization to optimize conversions.
Step 3: Incorporate Webinars and One-to-Many Engagements
Live and on-demand events provide a high-value, scalable way to drive expansion.
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Host feature adoption webinars: Educate customers on underutilized features that align with their business goals.
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Leverage customer advocacy stories: Feature customers who have successfully expanded their product usage to inspire similar adoption.
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Track engagement and follow up: Use attendance and engagement data to identify warm leads for one-on-one follow-ups.
What’s Next
Multi-channel engagement ensures customers receive expansion messaging across multiple touchpoints. To measure the success of these efforts, the next article will focus on tracking and optimizing expansion campaign performance.
Explore More
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Pulse Video: Customer Success = Company Success: Harnessing the Power of Customer Value to Unlock More Revenue
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Blog: 5 Ways Gainsight Uses Gainsight to Drive Expansion Sales
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Guide: Net Retention + Expansion: Your Customer Success Revenue Partners
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Research Report: The Customer Expansion Report: Identifying Untapped Opportunities