Cross-sell/upsell opportunity matrix

What is a cross-sell/upsell opportunity matrix?

A cross-sell/upsell opportunity matrix maps which of your products or solutions are the best fit for which customer segments, then layers in an upsell journey map that flags the specific trigger moments, like maxed-out usage or a strong NPS score, where an upsell conversation actually makes sense.

Most upsell efforts are either scattershot (pitching everything to everyone) or reactive (waiting for the customer to ask). This template forces both a structural view and a timing view, so outreach lines up with a moment the customer is actually receptive to it.

What's inside the template?

The template has two parts, each shown once as a worked example and once blank for your own use:

1. Opportunity matrix: Customer segments scored against your solutions by ideal customer profile match and upsell/cross-sell potential
2. Upsell journey map: Five trigger moments, each broken into description, customer needs, potential upsell, and barriers

How to use the template

Start with the opportunity matrix: list your customer segments down the side and your solutions across the top, then score each cell for ICP match and potential.

Then work through the upsell journey map for the segments you flagged as high potential, identifying which trigger moments apply and what's specifically blocking the upsell at each one.

Download your cross-sell/upsell opportunity matrix

Cross-sell/upsell opportunity matrix

Cross-sell/upsell opportunity matrix 1 Cross-sell Sales Upsell Sales New product Old product New customers Old customers

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