Cross-selling refers to selling complementary products or upgrades to existing customers in order to increase customer value. Since existing customers already have trust and familiarity, introducing additional offerings they may benefit from can be easier than attracting brand new prospects.
Effective cross-selling relies on understanding customers' evolving needs, pain points, and purchase motivators to identify relevant offerings that will improve their outcomes. Done right, strategic cross-selling improves customer satisfaction, retention, and lifetime value. But done excessively, it can frustrate customers. Training reps on ideal cross-sell timing and approaches is pivotal.