Customer upsell & cross-sell
Make it a win-win every time
Success isn’t just about bringing in new business. It’s about deepening the relationships you already have. Done right, the payoffs are huge – for both you and your customers.
"We’ve demonstrated a 600% uplift in response by engaging customers across the entire multi-channel, multi-stage journey… and response rates as high as 25% in certain product categories."
Time it right
A share-of-wallet focus is critical to revenue growth – and has a massive impact on your bottom line. But when it comes to cross-selling and upselling, timing is everything.
You need to know exactly when customers are in-market. If you miss your chance, or fumble it – it’s gone. But if you’re trying to sell to a customer that isn’t ready, you’re just wasting time.
Every customer gives off buying signs. Web browsing. Contract roll-offs. Email opens. Search traffic. You have to listen, and always be ready to respond.
With Pega Marketing, you instantly become an expert in customer context – whether they’re just nibbling, or whether that fish is ready to bite.
Learn customer preferences on the fly and adjust actions and messages accordingly.
Know their needs
If you know exactly when a customer is in-market, you’re already ahead of the competition. But if you can’t say something relevant at the right moment, you’ll fumble – and you might as well hand your competitors the sale.
Knowing customers’ needs is critical. A compelling cross-sell or upsell offer will keep their attention focused on you, instead of searching the web for better options. At the same time, you don’t want to oversell them something they can’t handle or afford.
With the AI-driven Pega Customer Decision Hub, you’ll know exactly what they want, and be ready to offer it. Anytime. On any channel. It’s your tool for making better decisions, faster – so you’re ready no matter what happens next.
Seal the deal
Even when a customer is ready to buy, and you have what they want – sales are never a sure thing. Competitors look and sound alike, and consumers can barely tell the difference.
You need to seal the deal, but still protect your business. That requires the perfect mix of products, pricing, and terms to make customers dance for joy – while minimizing your risk. It’s a delicate balance. And there are no one-size-fits-all solutions.
Our Pega Next-Best-Action Advisor gives you the power to customize offers, bundles, and packages for every individual – converting the sale and winning over customers, without leaving money on the table.
VideoDelivering a Personalized Banking Experience at RBS
Watch this video to find out how RBS is using this concept to deliver the personalized customer experience of the 1970's at the scale and complexity of today.
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