Cross sell analytics

Cross sell analytics

Cross sell Analytics — Overview

The Cross sell Analytics category on VoC is designed to offer you insights about the increase or decrease in sales and corresponding feedback after a cross selling initiative has been made. 

Cross selling is a popular sales technique which is aimed to increase the volume of sales by targeting existing customers with products or services that may be related to what they have already purchased. Common examples include experiences at a beauty salon where you may go in for a haircut and you are offered many other related services such as pedicure, manicure or waxing. When you purchase a laptop, you are asked if you are interested in buying a laptop stand. You order something at Amazon and instantly you see a section called  "Customers who bought this also bought XYZ".  These are all based on cross selling techniques in which the sales person encourages their customers to spend further products and services that may be relevant and related to their original purchase. 

Zoho CRM also has a cross-selling solution which is designed to help a sales person pitch the right products or services to their customers as part of cross-selling efforts.  Zia Recommendation     is an AI-based feature in which CRM makes intelligent suggestions based on customers' profiles, past purchases and other data. With these recommendations, a sales person can make effective sales by pitching the right products and services to the right customers at the right time. 

On that note, the Cross sell Analytics in VoC is designed to measure the effectiveness of these cross selling efforts by studying the responses and reactions of customers after a cross selling effort has been made. For this dashboard to be useful for you, please note that you must have first enabled Zia Recommendations in your CRM account. You must also have enabled relevant integrations with communication channels on which you'd like Zia to study customers interactions— that is, Zoho Survey, calls, Desk and Email integrations. 

Currently, VoC provides the following three dashboards as part of Cross-sell Analytics.
  1. Keywords mentioned post cross sell
  2. Positive trend post Cross sell purchase
  3. Negative trend post Cross sell purchase

1. Keywords mentioned post Cross sell

Type of chart: Keyword cloud 

The "Keywords mentioned post Cross sell" dashboard is designed to give you a quick overall picture of the subjects around which your customers are giving out a positive, negative or a neutral reaction. From this dashboard you may be in a position to swiftly identify what went right or what went wrong so that you can take immediate relevant actions. 

For example, assume that Zylker Mobiles is using Zia Recommendation. To a customer who bought Air pods, a sales person recommends iPhone charger as well based on Zia's suggestions. Say that the customer takes this suggestion and purchases the charger as well — the charger will now be considered "the cross sold product here". Since this cross selling attempt has been successful, Zia will also begin to monitor any conversations this customer may have with reference to the charger on email, surveys or support tickets. If they bring up an issue with this charger (cross-sold product), it will be highlighted as a Negative sentiment. If they say it's "awesome", it may be highlighted as a Positive sentiment and so on. So, over a period of time and across customers, if you want to understand and measure the effectiveness of cross-selling efforts, this dashboard will help you understand key subjects of their conversations and their sentiment. 

2. Positive trend post Cross sell purchase

Type of chart: Bar-line graph

This bar-line graph gives you quick insights on the positive trend after cross-sell purchases. It gives you a cumulative progression on the number of customers expressing a positive sentiment over a particular time frame. For example from the chart below, you can see an increasing trend overall — on day 2, it began with two customers and on day 78, you have 10 customers. Apart from gathering this trend, you can see exactly on the 53rd day, how many customers made a positive mention — 1. While the bar graph gives you day-wise customer total, the line graph denotes the trend over the entire time frame. 

This insight is therefore one of the many charts that helps you understand how effective your cross selling efforts are and what you can change about them. 

3. Negative trend post Cross sell purchase

Type of chart: Bar-line graph

Similar to the Positive trend, this bar-line graph gives you quick insights on the Negative trend after cross-sell purchases. It gives you a cumulative progression on the number of customers expressing a negative sentiment over a particular time frame. For example from the chart below, you can see an increasing trend overall — on day 2, it began with two customers and on day 50, you have 11 customers. Apart from gathering this trend, you can see exactly on the 16th day, how many customers made a negative mention — 1. While the bar graph gives you day-wise customer total, the line graph denotes the trend over the entire time frame. 

Once you spot a negative trend as it happens, it becomes easier for you to identify what causes it and take necessary actions to arrest it. 





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