Introduction
Expansion opportunities often emerge from CS-led engagements, such as renewal discussions, feature requests, and customer advocacy efforts. Tracking Customer Success Qualified Leads (CSQLs) ensures these signals are captured and passed to Sales for timely follow-up. This article outlines how to define, track, and qualify CSQLs to drive expansion revenue.
Step 1: Define Expansion Signals for CSQLs
CSQLs are identified through specific customer behaviors and engagement trends.
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Use health score improvements to detect expansion potential: Accounts with increasing Scorecards and high product adoption are prime candidates for upsell.
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Monitor product usage spikes: Increased engagement with premium features or new modules signals readiness for additional purchases.
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Track customer advocacy activity: Positive NPS responses, reference program participation, and community contributions indicate a strong expansion lead.
Step 2: Capture and Track CSQLs in Gainsight
Once identified, CSQLs should be documented and tracked efficiently.
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Create expansion-focused CTAs: Use CTAs to flag high-potential customers for outreach.
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Log lead details in Timeline: Maintain a record of customer expansion signals and previous interactions using Timeline.
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Automate lead routing: Configure workflow rules to sync CSQLs with Sales using CSQL tracking.
Step 3: Qualify CSQLs and Align with Sales
A structured handoff process ensures Sales can effectively pursue CSQLs.
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Score and prioritize leads: Assign a lead score based on health trends, product usage, and expansion readiness.
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Facilitate Sales-CS alignment: Share CSQL insights via Dashboards and regular sync meetings to ensure seamless follow-up.
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Measure conversion impact: Track expansion revenue from CSQLs to refine qualification criteria over time.
What’s Next
Capturing CSQLs is the first step in orchestrating a scalable expansion motion. To ensure success, the next step is to design targeted expansion campaigns that convert CSQLs into revenue opportunities.
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