Cross Sell

Offer a different product to an existing customer, based on what they hold and what they do not.

Vertical: Program · Status: ⬜ Planned Back to Program · workflows index

Who it targets

A1.3 - active base, segmented by product gap rather than by recency.

Trigger

Product-gap analysis on a schedule; life-event signals where available.

Flow

map holdings per customer  ->  identify gaps
        |
rank gaps by fit, not by margin       <- NBA territory
        |
eligibility check per product
        |
generate offer                        [Creative Agent]
        |
compliance review                     [Compliance Agent]
        |
dispatch                              [A5 dispatcher]

Data it needs

Needs	Have
Full product holdings per customer	⬜
Per-product eligibility rules	⬜
Fit signals - life stage, behaviour	⬜

Agents involved

Segmentation Agent (proposed) for gap ranking - Creative Agent - Compliance Agent.

Blocked on

CRM integration - not started. Without customer records there is no base to select from.

See Program dependencies.

Roadmap source

Page 2 - A1.3 -> Cross Sell — see roadmap_ref_extracted.md.

Design notes

This is the workflow NBA is really about. Page 2 lists Next Best Action as a target-state capability; cross-sell is where it pays off, because the question is genuinely which of several valid offers to make.
Ranking by margin rather than fit is the failure mode. It converts once and degrades trust thereafter.