UKNM: Re: cross/up sell

[Kevin Lelland]

At fear of doing this topic to death -


An important difference between cross sell and up sell - when you are not dealing with edible goods - is that cross selling locks customers into owning multiple products and decreases the chance of them defecting to a competitor. There is defection model from Cranfield somewhere that highlights this. It is estimated that 20% of customers supply 80% of most business. 


Up sell = short term gain


Cross sell = long term gain


Kev. Lelland

Lighthouse



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