Upsell
Selling an existing client more of what they already buy - a bigger retainer, more hours or a higher tier - to grow the account.
For example, a client on a $3,000 content retainer is delivering results, so the agency proposes a $5,000 tier that adds distribution and reporting. The client expands because the value is already proven, with no new acquisition cost.
Why it matters to your firm: upselling existing clients is the cheapest growth there is - no acquisition cost, and trust is already established. It is the main engine behind net revenue retention above 100%, where the book grows even without winning anyone new.
expanding a happy client is far cheaper than winning a new one
Common mistakes
- Pushing an upsell before delivering the core result.
- Upselling what you want to sell, not what they need.
- No natural trigger, so it feels like a hard sell.