Glossary
The core concepts and metrics Account Managers and expansion-focused teams use to plan upsells, cross-sells, and renewal strategy, industry-standard definitions to help you speak the growth language.
The percentage of existing customers who purchase an additional, different product or module beyond what they originally bought, distinct from an upsell, which is buying more of the same thing.
Cross-sell Rate = Accounts Purchasing Additional Products ÷ Total Accounts × 100.Similar to a QBR but conducted at the executive level, typically annually or for the largest strategic accounts, focused on high-level business outcomes and relationship health rather than usage detail.
A composite score (0–100) estimating how likely an account is to expand its contract, typically built from a weighted blend of signals like usage growth, seat utilization, feature adoption, and integration depth.
BaseDynamics' Expansion Analyst agent evaluates a similar set of underlying signals (capacity proximity, lookalike adoption behavior, customer voice) to flag expansion-ready accounts.
The practice of building relationships with multiple stakeholders inside an account, rather than relying on a single point of contact. It protects against churn risk if one "champion" leaves the company or changes roles.
The average recurring revenue generated per account after accounting for expansion, contraction, and churn within that account over a period, a per-account view of the same logic behind NRR at the portfolio level.
A structured, recurring meeting between a vendor's account team and a customer's stakeholders to review value delivered, usage trends, and plans for the upcoming quarter, one of the primary venues where expansion and renewal conversations happen.
The Knowledge Graph co-pilot can assemble QBR context (usage trends, feature gains, unresolved issues) on request.
The percentage of contracts up for renewal in a given period that actually renewed, a straightforward volume-based counterpart to the revenue-based GRR metric.
Renewal Rate = Contracts Renewed ÷ Contracts Up for Renewal × 100.The rate at which existing accounts add additional licensed seats over a period, a common expansion lever in seat-based pricing models.
Seat Expansion Rate = New Seats Added ÷ Starting Seat Count × 100.The percentage of existing customers who increase their spend on the same product or tier they already have, through more seats, higher usage limits, or a plan upgrade. This is distinct from a cross-sell, which involves a different product.
Upsell Rate = Accounts That Upgraded ÷ Total Accounts × 100.The percentage of an account's total addressable spend (across all the tools or budget they could plausibly allocate to your category) that your product currently captures, a measure of how much room is left to grow within an account, independent of usage or seat metrics.
The practice of identifying which products, modules, or seats within an existing account remain unsold, mapping out where expansion opportunity exists before a renewal or QBR conversation.
Lookalike cohort mapping is designed to surface exactly this kind of opportunity automatically, comparing an account's current footprint against similar accounts that expanded further.
BaseDynamics flags expansion-ready accounts from usage, lookalikes, and customer voice, before the next QBR.
