Upsell and cross-sell
E-commerce
E-commerce
Upsell means selling a more expensive or extended version; cross-sell means selling a complementary product alongside what someone is buying.
It's the cheapest revenue growth available: the customer is already convinced, you just have to be relevant at the right moment.
Relevance is the limit. Random suggestions in checkout suppress completed orders more than they add.
Related terms
- Average order valueAverage order value is revenue divided by number of orders. Alongside traffic and conversion rate it's the third lever you can pull.
- Customer lifetime valueCustomer lifetime value is the total margin you earn from an average customer for as long as they stay, not just on the first purchase.
- RetentionRetention is the share of customers who keep buying over time. Its opposite is churn: the share that leaves.