Measures the rate at which existing customers purchase additional services or products.

What it Measures ?

How much extra customers buy from us.

Relevant StakeHolders 

Sales, Product Managers

In-depth Use Case / Real-world Example

Customer Upsell and Cross-Sell Rate calculates how often service teams successfully sell additional services or upgrades to existing customers. For example, if 30 customers out of 100 purchase an upsell product, the rate is 30%. In manufacturing, where customers often need ongoing service or parts replacements, this KPI helps track how well service teams capitalize on these opportunities, generating extra revenue from the existing customer base.