Cross-sell
A cross-sell is offering the buyer an add-on or related service that goes with what they bought.
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What does Cross-sell mean?
A typical example is a bag offered with a laptop, or a maintenance contract offered with a service.
In a CRM, purchase history makes it possible to target the offer at the people for whom the add-on is genuinely useful.
A cross-sell is credible when the customer feels that what they bought would be incomplete without the add-on. An offer that gives everyone the same thing is more irritating than useful; purchase history helps to make the offer where it makes sense.
Why does it matter to a small business?
For a small business a cross-sell is often the simplest way to get more from a purchase, since the customer has already decided and trusts the company. When the add-on is genuinely useful, the customer is better off and has less reason to look for it elsewhere.
What does it look like in practice?
Details
Suppose a bicycle shop in Kaposvár sells many children's bikes in spring. Two weeks later it sends an email about helmets and bells, but only to those who bought a children's bike. Someone who bought an adult bike gets no such email, so the campaign is not intrusive and the people it reaches can genuinely use it.
How does HelloCRM handle it?
Details
In HelloCRM's Lists module a dynamic list can filter on the people who bought a given product (with the Products module: on an issued invoice, or in an order from the company's own webshop or till), and they can be sent a targeted email about the add-on. The same condition drives the campaign's recipients.
A CRM for small businesses in Hungary
HelloCRM is an online CRM made in Hungary for small and mid-sized businesses there, in Hungarian and English: the core CRM is free for good, with no time limit and no card, and it can be tried without signing up in a demo company full of example data.
Questions
What is Cross-sell, in one sentence?
A cross-sell is offering the buyer an add-on or related service that goes with what they bought.