90-Day NRR Improvement Programme

On-demand reference for the expansion-revenue-architect skill.

This is the delivery format. When a client's NRR needs improving, here's how to structure the engagement:

Phase 1: Diagnose (Weeks 1-3)

Week 1: Data audit

• Pull trailing 12-month NRR and GRR by segment
• Map churn reasons (last 20 churned accounts)
• Identify expansion revenue sources (which accounts, which type)
• Assess: is this a GRR problem or an expansion problem?

Week 2: System assessment

• Score expansion maturity using the expansion maturity framework
• Assess health scoring quality (are scores calibrated against actual outcomes?)
• Map current expansion ownership (who identifies, who closes, who gets credit?)
• Review pricing architecture (is there a natural expansion path?)

Week 3: Whitespace and pipeline audit

• Run whitespace analysis on top 20 accounts
• Map current expansion pipeline (what exists, what's the conversion rate?)
• Identify the constraint: signals? ownership? pricing? process? enablement?

Output: Expansion Diagnostic Report with NRR/GRR bands, constraint identification, and 60-day action plan.

Phase 2: Design (Weeks 4-6)

Week 4: Expansion motion design

• Define expansion ownership model (who owns which expansion types)
• Design CS-to-Sales handback process (with SPICED context transfer)
• Set expansion scoring thresholds and automation triggers

Week 5: System build

• Configure expansion scoring in CRM/CS platform
• Build expansion signals dashboard
• Set up automated alerts and dashboard integration
• Create whitespace analysis template for QBRs

Week 6: Enablement

• Train CSMs on expansion signal identification
• Train Sales on expansion discovery (different from new business discovery)
• Create expansion playbook (by segment, by expansion type)
• Define compensation/credit model for expansion

Output: Expansion System Blueprint with scoring model, signals, ownership, and playbooks.

Phase 3: Install and Measure (Weeks 7-12)

Weeks 7-8: Activate

• Launch expansion scoring
• Run first whitespace-based QBRs
• First CS-to-Sales handbacks using new process

Weeks 9-10: Iterate

• Review first expansion pipeline created
• Calibrate scoring (are the right accounts surfacing?)
• Adjust thresholds based on real data

Weeks 11-12: Embed and report

• First NRR leading indicator check (expansion pipeline created vs target)
• Install expansion review into operating cadence
• Add expansion tile to revenue dashboard
• Report to leadership with baseline, progress, and 6-month projection

Success metrics:

Metric	Baseline (capture at Week 1)	90-Day Target	6-Month Target
NRR	Current	+3-5 points	+8-12 points
GRR	Current	+2-3 points (if <90%)	+5 points (if <90%)
Expansion pipeline created	Current	2x baseline	3x baseline
Expansion pipeline conversion	Current	+10pp	+15pp
Whitespace coverage (mapped accounts)	0%	Top 20 accounts	Top 50% of high-touch
CS-sourced expansion rate	Current	+50%	+100%