Growth Through Strategic Upselling

Written By Amy Cass

Transforming existing clients into growth engines

Challenge An established agency had strong client relationships but minimal growth from existing accounts. Clients were increasing their digital spend but allocating additional budget to competitors. Account managers were focused on service delivery rather than growth, and there was no systematic approach to expansion.

Approach I transformed account management from order-taking to strategic partnership. I implemented quarterly business reviews focused on client outcomes rather than service delivery. Created value-based upsell frameworks that tied our services to client business metrics. Trained the team on commercial conversations and consultative selling. Built ROI reporting that demonstrated value and justified increased investment. Restructured compensation to incentivize expansion alongside retention.

Outcome

  • 443% increase in average client monthly spend within 12 months

  • Expanded services within 47 existing clients

  • Client retention improved by 25%

  • Created predictable expansion revenue representing 40% of new business

  • Average contract length increased from 6 to 18 months

Amy Cass
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