GLOSSARY

The practice of offering a customer a complementary product or service alongside an existing or intended purchase.

Relevant cross-selling can increase revenue per customer, product adoption and account penetration while helping customers assemble a more complete solution.

After a client buys a CRM implementation, the consultancy proposes data-quality monitoring because it supports reliable segmentation and reporting without replacing the original service.

Irrelevant, poorly timed or excessive offers can erode trust and increase choice friction. Recommendations based on personal data require appropriate governance, and incremental value should be tested rather than assumed.

Cross-sell recommendations can be selected through product rules, account context, basket analysis or predictive models. Unlike upselling, which proposes a higher-value version of the same choice, cross-selling adds a distinct but relevant offer.