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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Measure Category:
Process Efficiency
Measure ID:
104640
Total Sample Size:
1,002 All Companies
Performers:
25th
-
Median
-
75th
-
Key Performance
Indicator:
No

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Compute this Measure

Units for this measure are percent.

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Percentage of inbound contacts that completed an additional cross-sell or up-sell

Key Terms

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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.

Measure Scope

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Cross Industry (7.3.1)

  • 3.5.4.1 - Accept and validate sales orders (10194)
  • 3.5.4.2 - Collect and maintain account information (10195)
    • 3.5.4.2.1 - Administer key account details (10201)
    • 3.5.4.2.2 - Retrieve full customer details (10202)
    • 3.5.4.2.3 - Modify involved party details (10203)
    • 3.5.4.2.4 - Record address details (10204)
    • 3.5.4.2.5 - Record contact details (10205)
    • 3.5.4.2.6 - Record key customer communication profile details (10206)
    • 3.5.4.2.7 - Review involved party information (10207)
    • 3.5.4.2.8 - Terminate involved party information (10208)
  • 3.5.4.3 - Determine availability (10196)
  • 3.5.4.4 - Determine fulfillment process (10197)
  • 3.5.4.5 - Enter orders into system (10198)
  • 3.5.4.6 - Identify/perform cross-sell/up-sell activity (17404)
  • 3.5.4.7 - Process back orders and updates (10199)
  • 3.5.4.8 - Handle sales order inquiries including post-order fulfillment transactions (10200)