The problem it solves
Expansion conversations fail because the customer cannot picture the thing you are describing. A recording of the feature helps; a demo they can explore and interrogate helps far more — and it scales past the accounts a CSM can call. It also tells you which accounts are interested before you ask.Where to put it
QBR follow-ups
A personalized link per account, with the guide briefed on what they said in the review.
Feature announcements
“Here is what shipped” as something they can try, not a changelog entry.
Plan upgrade pages
Show the tier’s capability instead of listing it.
Renewal conversations
A storyline covering everything they are not using yet, sent a month before the date.
Set it up
1
Build demos for the under-adopted features
Not your whole product — the specific capabilities accounts routinely miss.
2
Personalize per account
Add them under Contacts with a note about their setup. The guide will use their situation as the example.
3
Configure what the agent deduces
An After field like “interest in this feature — low / medium / high” turns every session into a signal. See What the agent collects.
4
Point the CTA at the right thing
For CS, that is usually “talk to your CSM” rather than a self-serve upgrade. See Outcomes.
Reading the results
A customer who opens a feature demo twice, unprompted, is a signal your usage data will not give you for weeks. People groups every visit by the person, so a returning account is visible immediately.Related
Personalized links
Per-account briefings.
People
Who came back.