How early on in a customer's life cycle do you start cross-selling and promoting new products?
2 Answers
BrainKraft Founder • March 23
Consider start cross-selling if you know there is a need (it's annoying to get signup emails from ADT when you're already an ADT customer for over 10 years), and the customer is receptive. One way to look at it is the implementation window. If it takes more than 90 days to implement your product, I'm not sure up/cross-selling before then is productive. I'd be focusing all my communication to new customers around being successful with what they bought, not begging them to buy something else.
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Jess Shields Director of Product Marketing | Formerly Cognizant, Extreme Networks, Forescout, AT&T • March 17
For small/mid-size businesses, CEB recommended the best opportunity of up-sell is within 90 days.
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