Upsell and cross-sell
Σύντομη απάντηση
Upsell sells a higher tier; cross-sell sells a category the customer does not yet buy from you.
Βασικά συμπεράσματα
- Compare the customer's basket with the segment average
- Categories missing from the last 90 days of orders
- Complementary products bought by similar customers
In distribution, cross-sell is the cheapest growth: the customer and the logistics already exist, and acquisition cost is zero.
Finding the opportunities
- Compare the customer's basket with the segment average
- Categories missing from the last 90 days of orders
- Complementary products bought by similar customers
What blocks it
- The rep cannot see what the customer is not buying
- No suggestions inside the order screen
Πραγματικό παράδειγμα
A customer buys three of your eight categories. The gap to segment average is €2,400 a month - a generated list, not a hunch.
Ενημέρωση:
Συχνές ερωτήσεις
How is it automated?+
Rules on the customer record: missing categories, complementary products, drops in order frequency.
Does it annoy customers?+
Not when suggestions come from what similar customers buy and are raised in conversation.
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Σχετικοί όροι
CLV (customer lifetime value)
Total margin a customer generates across the whole relationship, not just the first order.
Εμπόριο B2BOrder history & reorder
Customer access to past orders with the option to quickly reorder them, fully or partially.
Εμπόριο B2BVolume Discount
A price reduction granted when quantity thresholds are exceeded, to encourage larger orders.