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Growing Wallet Share with Cross-Sell / Upsell Propensity

Impact Delivered

  • More products per customer
  • Higher cross-sell revenue
  • Better campaign efficiency
  • The Challenge

    The Challenge

    The current process focuses on a few product lines (e.g., vehicle/home loans), assumes similar behavior across customers, and is reactive (offers only on inbound). SMS-based outreach lacks tracking to assess delivery and response.

  • The Solution

    The Solution

    the-solution-img_nextiva.jpg

    Predict what each customer will buy next and automate outreach:

    • Build personas (demographic, geographic, behavioral) and compute affinity/propensity
    • Send WhatsApp messages based on scores; follow with periodic nudges
    • Track responses in CRM (e.g., Prosper) and gather feedback to refine offers
  • Solution Components

    Solution Components

    CBS data ingestion; Affinity/propensity scores; WhatsApp/SMS outreach; Response tracking

  • The Results

    The Results

    • Relevant product recommendations per customer
    • Higher upsell/cross-sell conversion
    • Closed-loop campaign learning
    • Sustained increase in average products per customer

Impact Delivered

  • More products per customer
  • Higher cross-sell revenue
  • Better campaign efficiency

The Challenge

The current process focuses on a few product lines (e.g., vehicle/home loans), assumes similar behavior across customers, and is reactive (offers only on inbound). SMS-based outreach lacks tracking to assess delivery and response.

The Solution

the-solution-img_nextiva.jpg

Predict what each customer will buy next and automate outreach:

  • Build personas (demographic, geographic, behavioral) and compute affinity/propensity
  • Send WhatsApp messages based on scores; follow with periodic nudges
  • Track responses in CRM (e.g., Prosper) and gather feedback to refine offers

Solution Components

CBS data ingestion; Affinity/propensity scores; WhatsApp/SMS outreach; Response tracking

The Results

  • Relevant product recommendations per customer
  • Higher upsell/cross-sell conversion
  • Closed-loop campaign learning
  • Sustained increase in average products per customer
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