Upsell
A commercial technique that offers an existing customer a higher-tier version of the product or service they already use. It generates expansion revenue without new acquisition costs and contributes directly to net revenue retention.
In practice
Upselling an existing customer costs on average 5 to 7 times less than acquiring a new one. For B2B SaaS, natural triggers are usage-limit breaches — additional users, data volume, API calls — or adoption by a new internal team at the client. Instrumenting these triggers — an automatic alert to the sales team when a client reaches 80 percent of their quota — is a standard revenue operations practice.