Cross-sell/up-sell close rate
This measure calculates percentage of inbound contacts that completed an additional cross-sell or up-sell. Inbound contact refers to any query (related to sales, information, technical support,customer service, or complaints) that is initiated by the customer. Cross-selling is a sales technique where the seller will offer opportunities to purchase complementary options, products or services, designed to create a larger sale. Up-selling is a sales technique where the seller will offer opportunities to purchase similar, but higher quality and priced options, products or services, designed to create a larger sale. This Process Efficiency measure is intended to help companies minimize waste and refine resource consumption related to the process "Manage sales orders".
Benchmark Data
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Learn about Membership| 25th | Median | 75th |
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Compute this Measure
Units for this measure are percent.
Percentage of inbound contacts that completed an additional cross-sell or up-sell
Key Terms
Process efficiency
Process efficiency represents how well a process converts its inputs into outputs. A process that converts 100% of the inputs into outputs without waste is more efficient than one that converts a similar amount of inputs into fewer outputs.