Cross-sell Feature Development

The Challenge

The platform needed to increase lead generation and customer value through cross-selling utility services to the existing customer base.

My Approach

1. 01

   Behavioural analysis

   Analysed customer usage data to identify high-propensity cross-sell moments — when customers were most likely to be receptive to utility service offers.

2. 02

   Opportunity mapping

   Defined cross-sell scenarios by service type, customer segment, and platform entry point to prioritise the highest-value combinations.

3. 03

   Feature design

   Designed low-friction cross-sell touchpoints integrated into existing user flows — adding value without disrupting the primary task.

4. 04

   Engineering delivery

   Prioritised and delivered the feature set with clear acceptance criteria, iterating rapidly based on early usage signals.

5. 05

   Measurement

   Defined and tracked lead generation lift, conversion rates, and channel attribution to validate impact and inform the next iteration.

The Outcome

Achieved 5% increase in lead generation across organic channels for utility services sales. Established a scalable cross-sell framework.

Key Learnings

• Cross-sell only works when the primary value proposition is already well established — don't introduce cross-sell before the core experience earns trust.

• Timing the cross-sell moment matters more than the offer itself — context is the conversion lever.

• 5% lift at scale compounds significantly — baseline measurement before launch is non-negotiable.