Cross-sell & upsell
Cross-sell happens after trust is earned. Not at the first opportunity.
Most cross-sell campaigns destroy the trust the first sale built. The customer says yes to one thing, and the system pushes the next thing before they’ve had time to feel like the first thing was worth it. We work the opposite way.
How we work
We design cross-sell from the customer’s calendar, not yours.
The question isn’t when you want to ask. It’s when they would actually be ready. That’s downstream of usage, value-received, and lifecycle stage — and usually weeks later than your sales motion wants.
When the timing is right, conversion rates double or triple. When the timing is wrong, you train the customer to ignore you and you lose the next sale they would’ve said yes to.
What we ship
Five plays that protect the relationship.
- A readiness signal model that says when each customer is open to expansion.
- Sequenced offers mapped to lifecycle stage, not arbitrary intervals.
- Account-level expansion plays for your largest customers.
- Sales playbooks that don’t undercut the relationship.
- Tracking that measures lifetime expansion revenue, not just immediate sales.
Cross-sell campaigns that aren’t landing?
Thirty minutes, no pitch. We’ll figure out whether you have a timing problem, a trust problem, or an offer problem.