Customer retention & expansion training
Grow the customers you already have.
renewal starts on day one —
who it’s for —
Built for the people doing the selling.
- Account managers and key account managers
- Customer success managers with commercial targets
- Sales teams responsible for renewals and upsell
- Leaders of account management teams
What we hear from teams
Stuck in service mode
Account managers solve problems well but rarely open commercial conversations.
QBRs that report, not influence
Business reviews recap activity rather than agree priorities and next steps.
Renewals left late
Risk only becomes visible a few weeks before the renewal date.
what we work on —
What the training covers
Short input, real scenarios and plenty of practice. Every exercise is built around your customers, your deals and your sales process.
- Key account planning
- Mapping stakeholders, whitespace and risks in your most important accounts.
- Business reviews that drive growth
- Structuring QBRs around the customer's goals and agreeing next steps.
- Expansion conversations
- Spotting and opening upsell and cross-sell opportunities without feeling pushy.
- Protecting the renewal
- Early risk signals, multi-threading and renewal negotiation.
- Long-term relationships
- Building trust and influence beyond your day-to-day contact.
Explore. Practise. Perform.
See how a session runsonline or in person —
How we deliver it
Delivered as the two-day AM Lab, half-day and one-day workshops, the AM Online Lab series or account management bootcamps.
- Live online
- Face to face
- UK & Europe
- Small groups
What changes afterwards
- Account plans for priority customers
- QBRs that finish with agreed priorities and actions
- Earlier visibility of renewal risk
- More confident commercial conversations with existing customers
Behaviours we agree to look for with you before delivery, not guaranteed results.
ready to book —
Courses that cover this
Account Managers LabAM Lab
From handover and introductions to trusted relationships, issue resolution, cross-selling and purposeful QBRs — develop the existing-client journey.
2 daysOnline or face to face
Account Managers LabQuarterly Business Reviews (QBRs) That Drive Growth
Turn QBRs into strategic, value-led conversations that demonstrate impact, strengthen customer relationships and identify opportunities for renewal and expansion.
Half dayOnline or face to face
Account Managers LabExpansion Selling: Upsell & Cross-sell
Grow existing accounts through confident value conversations, targeted upsell and cross-sell opportunities, and practical account growth planning.
1 dayOnline or face to face
Account Managers LabKey Account Planning
Build a clear, practical plan to protect and grow revenue from your most important clients.
Half dayOnline or face to face
Account Managers LabAM Online Lab Pt 1: Retain, Develop & Grow
Five live online labs that help account managers own their portfolio, deepen relationships, prove their value and spot genuine growth opportunities.
5 × 2.5-hour live online sessions (12.5 hours)
Questions teams ask
Is this suitable for customer success teams?
Yes, particularly where customer success managers own renewals or expansion targets. We tailor the commercial content to their role.
How is this different from your account management training?
Our account management Lab covers the full role. This page focuses on retention and growth, and points to the courses that build those skills.
Can you cover renewal negotiation?
Yes. The AM Online Lab Part 2 and our negotiation training both cover protecting value at renewal.
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