Upsell refers to expanding customer spend by encouraging the adoption of higher-tier offerings, additional services, or advanced capabilities.
For B2B organisations, upselling is a core driver of net revenue retention (NRR) and customer lifetime value (CLV), often supported by behavioural insights and usage data. Effective upselling relies on timing, contextual value demonstration, and a customer success-centred approach that prioritises outcomes over transaction volume.
