Customer Success Expansion Metrics Efficiency

Cross-sell Rate

Cross-sell Rate: The percentage of customers active at period start who bought an additional product in the period.

Formula

Cross-sell Rate = Customers who bought additional product / Total customers × 100

Computable definition

The canonical formula in the GASP formula grammar. The MCP server compiles it to SQL over the datasets listed below.

count_distinct(field.customer_id where field.amendment_type = 'cross_sell') / count_distinct(field.customer_id where field.customer_status = 'active') at period_start

Unit: percent (the formula yields an unscaled ratio)

Data requirements

Grain: Per event, aggregate monthly · Frequency: Monthly · Aggregation: aggregate (month) · Staged: no · Main source: Billing.

Field	Dataset	Type
`amendment_type`	amendment_event	string
`customer_id`	amendment_event	string
`customer_id`	customer	string
`customer_status`	customer	string
`event_date`	amendment_event	date
`snapshot_date`	customer	date

Example SQL (Postgres)

SELECT (CAST((SELECT COUNT(DISTINCT customer_id) FROM amendment_event WHERE event_date >= :period_start AND event_date <= :period_end AND amendment_type = 'cross_sell') AS DOUBLE PRECISION) / NULLIF((SELECT COUNT(DISTINCT customer_id) FROM customer WHERE snapshot_date = :period_start AND customer_status = 'active'), 0)) AS cross_sell_rate

From an agent: with the GASP MCP server, call lookup_metric({ "name": "Cross-sell Rate" }) or generate_query({ "metric": "Cross-sell Rate", "adapter": "<your adapter JSON>" }).

What It Tells You

Multi-product adoption and stickiness.

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