Cross-sell Rate measures the percentage of customers who purchase additional, complementary, or different products/services beyond their original purchase. Cross-selling focuses on broadening a customer’s product adoption.
You can calculate Cross-sell Rate by dividing the number of customers who purchased an additional product/service by the total number of customers targeted with cross-sell opportunities, then multiplying by 100.
Define cross-sell products/services and identify what counts as a cross-sell (e.g., add-ons, bundles, accessories).
Track cross-sell offers and record how many customers were targeted with cross-sell campaigns.
Count successful cross-sells to track how many customers purchased the additional product/service.
Apply the formula and divide successful cross-sells by total cross-sell opportunities.
Express as percentage by multiplying it by 100.
Cross-sell Rate (%) = (Number of Customers Who Purchased Cross-sell Products ÷ Number of Customers Targeted with Cross-sell) × 100
The ideal benchmark of 5-20% is common in SaaS businesses for Cross-sell Rate.
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It increases revenue without new customer acquisition, improves customer stickiness, and deepens product adoption.
Use data-driven personalization, bundle products/services, train sales reps, and recommend at the right stage (checkout, renewals, usage milestones).
Not necessarily. Cross-sells should be relevant and value-adding, irrelevant offers can hurt customer trust.