Upsell + expansion
📖 3 min readUpdated 2026-04-19
Expansion MRR (net new revenue from existing customers) is one of the best growth levers. Net Revenue Retention >100% means your customer base grows revenue even without new customers.
Paths
- Usage expansion (more seats, more volume)
- Tier upgrades
- Additional products (cross-sell)
- Price increases on renewal
Timing
- Annual review for tier upgrades
- Usage-triggered prompts when limits hit
- Launch windows for new products
Process
- Dedicated CS/AM role for expansion
- Product-triggered in-app prompts
- Usage-based pricing (auto-expansion)