Case Study: How a global bank increased cross-selling effectiveness and realized a significant increase on commercial performance

Data analysis, strategic digital tools, and nudges can enhance the commercial effectiveness of bank relationship managers when up-selling and cross-selling high value products and services.

Cross-selling is a critical component of growth in banking. Cross-selling and upselling increases customer lifetime value, generates revenues at low incremental cost, and deepens the customer relationship and loyalty to the institution.

However, the ability to cross-sell effectively and efficiently can be challenging especially with new regulations, tighter controls, and fewer in-person interactions after the COVID-19 pandemic.

A leading global bank was startled to see a steady decline in performance from efforts to cross-sell high-value products like funds, investments, and life insurance to clients after the pandemic.

High-value financial products can be especially hard to sell as they are usually complex, come with a lot of technicalities, and…