Routing Expansion Requests

Overview

When a customer expresses interest in expanding their Blue J subscription, the request should be routed to the Expansion team. The Customer Success Manager (CSM) should also be included so they remain informed and can support the conversation as needed.

When to Route to the Expansion Team

Loop in the Expansion team for any request related to:

• Purchasing additional licenses
• License overages
• Adding new users beyond the current contract
• Expanding product access
• Any request that may increase contract value

Process

1. Identify that the request involves expansion, additional licenses, or subscription growth.
2. Determine the appropriate Expansion team member:
   • Navigate to Salesforce.
   • Open the organization's Account record.
   • Locate the Account Owner field.
   • The Account Owner should be the Expansion team member who should be included. If the listed Account Owner is not part of the Expansion team, confirm who the request should be escalated to with the CSM internally before responding to the customer. 
3. Loop in the identified Expansion team member.
4. CC the customer's CSM on all communications related to the expansion request.

Important Notes

• Always include the CSM, even if the Expansion team is taking ownership of the opportunity.
• If you are unsure whether a request qualifies as an expansion opportunity, err on the side of involving the Expansion team.

Example Scenarios

Customer Request	Action
"We need 10 more licenses."	Loop in Expansion team member and CC CSM.
"We've exceeded our licensed user count."	Loop in Expansion team member and CC CSM.
"Can we add another department to our subscription?"	Loop in Expansion team member and CC CSM.
"We're interested in expanding access across the firm."	Loop in Expansion team member and CC CSM.

Quick Reference

Need additional licenses, dealing with overages, or discussing expansion?

→ Find the Account Owner in Salesforce.
→ Loop them in.
→ CC the CSM.