Expansion When You Sell Outcomes, Not Seats | Customer Success in the AI Age - SaaStr AI University
Why NRR is structurally uncapped under outcome pricing, and how to grow the surface area of the work.
Expansion When You Sell Outcomes, Not Seats - a free lesson in Customer Success in the AI Age at SaaStr AI University. Why NRR is structurally uncapped under outcome pricing, and how to grow the surface area of the work. Key takeaways: • In consumption or outcome pricing, more usage means more value and more revenue, so expansion and success merge. • The ceiling is latent demand (total work to be done), not seats; ‘services is the new software.’ • Run open-volume expansion by finding new use cases, or preset-volume by driving utilization to a committed target. Part of the free, self-paced Customer Success in the AI Age course: https://saastr.ai/university/customer-success-ai