Diagnose and expand

When: a prospect replied (understand why), or a customer is healthy and ripe for more (expansion), or an account went cold (win-back).

Say this to your agent

Tell me why this prospect replied so we can repeat the pattern — then show me which accounts are expansion-ready and which churned ones are worth a win-back.

What runs

• diagnose-reply — what in the outreach earned the reply, so the pattern can be repeated rather than guessed at next time.
• expansion-fill — closed-won accounts 60+ days old with no open follow-on deal, surfaced for an expansion play. manage_account moves one to account_stage = expansion_ready.
• winback-fill — people who went silent or lost a deal 90+ days ago where the loss reason wasn't "no fit".

See the account lifecycle for what each stage means and which motion it unlocks.

What good looks like

Wins become repeatable patterns instead of one-offs, and healthy or recoverable accounts re-enter outreach instead of going stale. Expansion and win-back are worked deliberately, not only when someone happens to remember the account.