Andreas Tollschein

In small companies, you have closer cooperation with the majority of your customer base. When you grow into a large company, by also growing your customer base, you need to scale also and automate some of the customer interactions and change the touchpoints and frequency of your interactions based on the customer segment 

Check what customer touchpoints have been identified and if there are more missing Once the touchpoints with the most impact on long-term success have been identified setup clear processes and guidelines As an example, the Onboarding of new customers can be one of the most important touch points ensuring long-term success. A customer who knows how to quickly use your offering and with this receiving first positive outputs will most likely be successful compared to someone struggling from the beginning 

A high NRR rate can only be achieved if a collaboration between Sales and CS exists. So if you run land and expand approach, the two teams must work closely together * CS is seen as the trusted advisor and knows when the time is right to expand an account * So Sales is brought in at the right time to drive the expansion