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Subject: UKNM: Re: cross/up sell
From: Kevin Lelland
Date: Tue, 19 Dec 2000 12:34:28 GMT

At fear of doing this topic to death -

An important difference between cross sell and up sell - when you are not dealing with edible goods - is that cross selling locks customers into owning multiple products and decreases the chance of them defecting to a competitor. There is defection model from Cranfield somewhere that highlights this. It is estimated that 20% of customers supply 80% of most business.

Up sell = short term gain

Cross sell = long term gain

Kev. Lelland

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