Customer expansion services unlocking growth in existing accounts
Drive more value from your install base
It costs far less to grow revenue from existing customers than to acquire new ones. Our customer expansion services give you the sales development resource to uncover upsell and cross-sell opportunities already within your accounts.
Proactive Outbound Sales Development Teams
For ambitious B2B brand companies
Tap into our ready-to-go outsourced SDR teams trained in our “Selling at a higher-level methodology” to accelerate your pipeline generation and amplify your revenue potential.
Seamlessly integrated with your team, removing friction from your sales funnel on demand.
Why customer expansion is your fastest route to revenue
Winning a new client account is tough, so once you have them on board, don’t leave money on the table. B2B sales leaders today must:
- Expand accounts across products, teams, and geographies
- Identify upsell potential before competitors do
- Increase share of wallet with trusted clients
- Maintain coverage when internal resources are stretched
Without the right focus on customer expansion, growth slows and competitors gain ground. Acting as an extension of your sales team, our SDRs help you increase coverage, build stronger relationships, and generate predictable growth from your current customer base.
What to expect from customer expansion services
For enterprise and mid-market businesses, customer acquisition services deliver scalable growth across multiple fronts. Powered by AI signal identification and waterfall data enrichment, here’s how we support ambitious B2B brands:
More account coverage
Dedicated SDRs who ensure your full customer base is engaged and explored.
Upsell opportunities surfaced
Spot where current customers will benefit from advanced or premium solutions.
Cross-sell expansion
Expand into new teams, divisions, or regions within your install base via cross-sell.
Higher lifetime value
Unlock additional revenue across the customer journey by increasing CLV.
More efficient growth
Leverage the fact that it’s cheaper to expand existing customers than to acquire new ones.
Clients have seen real results with durhamlane
B2B leaders trust durhamlane to engage their install base and unlock expansion opportunities.
Centrica Business Solutions
- Built a dedicated outbound SDR team, delivering 671 qualified opportunities and 137 closed-won deals within three years.
- Achieved a 197% ROI and a 24% conversion rate.
“durhamlane presented exactly what we needed, agile project delivery and complete transparency in a very challenging period for the energy market. Given the volatile market, we wanted to really understand the businesses of our customers and prospects to explore the challenges they were facing, and ultimately help us find ways to support them. We worked closely with the durhamlane team right from the start and achieved great results that have helped shape our sales strategy going forward.”
Lorraine Goode
Outsource Relationship Manager
Centrica
Intertrust Group
- Delivered 1,028 marketing qualified leads (MQLs) and 525 sales qualified leads (SQLs).
- Generated an estimated £6.26 million pipeline value, with £680,000 closed-won revenue.
“durhamlane has been a vital component in helping our global sales team grow our business in a sustainable way. I have been continuously impressed with the way their team has integrated with ours to create a dynamic sales force. We have fostered a true partnership with a joint plan to win together now, and in the future.“
Frank Hattan
Global Head of Sales
Intertrust Group
Omron Healthcare
- Secured 84 SQLs, with an average deal size of £5,000, producing a total pipeline value of £619,000.
“durhamlane have really proven their value in supporting our customer pipeline development. Our salespeople and their full‑time dedicated lead generation resources work hand‑in‑hand as a blended team. This creates a seamless transition between lead generation and sales. Over time the durhamlane team’s experience with our product has enabled them to work even further down the funnel, freeing our sales resources to work on the ‘close’. We’re impressed with the knowledge and dedication of the team, and the reaction from our potential customer leads has been really positive.”
Paul Stevens
Digital Health Director
Omron Healthcare
durhamlane for customer expansion
Extend customer lifetime value with proven SDR support
Our customer expansion services plug directly into your team, giving you the people, process, and expertise to expand accounts effectively. We provide trained SDRs who collaborate with your sales leaders to spot demand, open doors, and progress opportunities down the funnel.
How can you use outsourced SDRs?
New Customer
Acquisition
Inbound lead flow drying up or not getting you there fast enough? New product launch? Struggling to get outbound to work?
Let us be laser-focused on who you want to target that fits your ideal customer profile.
We use the latest technology and validated data points to clarify what drives pipeline. Our SDRs will take a “value-first” approach to messaging, while nurturing prospects with sequenced outreach across multiple channels.
Marketing Lead
Opportunity Conversion
You may have many leads still at MQL stage that you struggle to convert. Our SDRs swiftly engage MQLs, nurturing and qualifying them to a point they are ready for the sales team.
They personalise their approach based on lead interests, gather essential information about their challenges, needs and budget, and implement nurturing strategies for leads not yet sales ready.
We also provide valuable insights to both marketing and sales teams about lead quality and common objections.
Install
Base Retention
You might have a large account base of customers with a “long tail” that you are struggling to serve correctly. These customers could be on systems or solutions reaching at the end of life, making them prime targets for your competition.
Our SDR teams can engage and nurture these customers maintaining your install base, nurturing and upselling to them.
Account-based
Sales Development
You may have key target accounts who are your ideal customers. Our SDRs conduct in-depth account research, understanding their structure, map out and engage key decision-makers, and potential pain points.
They craft personalised outreach strategies that cut through the noise to engage multiple stakeholders.
Maximise
Events
SDRs can be effectively utilised for both pre-event and post-event activities to maximise event ROI.
Pre-Event
From targeted outreach to promote event and boost registrations. Through to appointment setting and personalised invitations for key prospects.
Post-Event
This is most crucial and where many brands fail. Our SDRs schedule follow-up meetings with qualified leads, while implementing nurturing strategies for not-ready leads.
Throughout this process, our SDRs gather valuable account intelligence to feed back to you, such as engagement levels and buying signals.
FAQs: Customer expansion services
What are customer expansion services?
Customer expansion services focus on driving revenue growth within your existing customer base. Using outsourced SDR resource, we help you identify upsell and cross-sell opportunities and build stronger customer relationships that increase lifetime value.
Why are customer expansion services important?
Because expansion is the most efficient way to grow. It’s far more cost-effective to sell into current customers than win new ones, and expansion creates predictable, long-term revenue.
Who needs customer retention services?
This service works brilliantly for enterprise and mid-market businesses with multiple product lines, recurring revenue models, or complex account structures. When internal teams are stretched, outsourced SDRs give you the coverage to unlock expansion opportunities.
What’s included in durhamlane’s customer retention services?
- Dedicated SDRs focused on customer expansion
- Upsell and cross-sell opportunity identification
- Proactive engagement with existing customers
- Sales Manager and RevOps support
- Data-driven account insights
- Reporting on expansion pipeline and growth metrics
Don’t leave customer expansion to chance
We’re always open to hearing from ambitious organisations that are looking to scale but are unsure how. Get in touch to see how we can help overcome your sales challenges.