Cross-sell
Cross-selling is the practice of offering existing customers additional products or services that complement what they have already purchased, with the goal of increasing revenue per account without the acquisition cost of a new customer. In a CRM-driven model, cross-sell opportunities are identified through analysis of purchase history, product usage data, and account health, surfacing accounts that have one product but not another that would logically serve their needs. Cross-sell motion is often owned by customer success or account management teams, who use CRM activity plans, renewal context, and product adoption data to identify the right timing and approach for an expansion conversation.
Cross-selling grows revenue inside accounts you already have by offering complementary products, which avoids the cost of acquiring a new customer. In a CRM-driven model, the signals come from purchase history, product usage, and account health: an account with one product but an obvious gap is a cross-sell candidate. The motion usually sits with customer success or account management, who time the conversation around renewals and adoption rather than pushing it cold.
Frequently Asked Questions
Offering existing customers complementary products or services alongside what they already bought, to grow revenue per account without new-customer acquisition cost.