Stop Managing Accounts. Start Expanding Them.

By Nathan Elsberry, CEO, Revenue Office Innovations

Most tech services firms think they’re growing their accounts.

They’re not.

They’re extending them.

Getting more revenue from your original stakeholders or business unit is a great thing. But let’s not confuse that with true account expansion. Expansion means winning new work from new people in new business units across the organization. It’s about being known, respected, and considered across the entire client landscape. And not just within your initial foothold.

This is where nearly every firm I see fails.

Why Tech Services Firms Fail at Account Expansion

Here’s the pattern.

Companies hire a “Client Partner” and hand them five jobs:

• Keep current stakeholders happy.

• Put out fires with delivery.

• Ensure invoices are paid.

• Keep delivery teams engaged.

• Grow the account.

Guess which one rarely happens?

No one does all five of these jobs well. Growth almost always gets dropped because keeping delivery on track consumes every hour.

And the data backs it up. Companies see a 60–70% success rate selling to existing customers compared to just 5–20% for new ones. Yet most firms still invest in chasing new logos instead of unlocking the growth potential sitting in their current accounts.

Shifting From Delivery to Sales-Led Growth

Most firms operate in a delivery-led culture.

They do great work and keep current stakeholders happy. But no one else in the organization even knows they exist.

You can’t sell what no one knows you do.

Shifting to a sales-led culture requires:

• Focusing true sales people on one job: building and expanding relationships.
  Developing packaged offerings buyers can actually understand.

• Educating clients on your broader capabilities.

• Enforcing outreach and follow-up discipline across revenue teams.

How ROI Helps Tech Services Firms

At ROI, we help tech services firms build scalable revenue engines that drive true account expansion. That means:

• Redefining client partner roles and expectations

• Building relationship maps and enforcing growth behaviors

• Shifting your firm’s perception from “smart hands on keyboards” to trusted strategic partner

• Creating packaged offerings that are easy to sell—and easy to buy

We don’t just hand you a playbook. We roll up our sleeves and execute with you.

If your accounts aren’t growing beyond your initial stakeholders, it’s time to fix it. The firms that act now will lead their markets tomorrow.

Stop managing accounts. Start expanding them. Let’s talk.