Lapsed products and Cross-sell: who has stopped buying, and who could buy more

Quick answer: Both are views on Reports → Customers: use the View switch. Lapsed products shows lines a customer used to buy and has stopped. Cross-sell shows good customers who don’t buy from all your categories yet. (Lapsed products replaces the old Lapsed Purchases tab; Cross-sell replaces the old Opportunity filter.)

Lapsed products

A line appears when a customer bought it at least 4 times and then stopped, slowed or cut back sharply. Each line shows the customer, the product, how long since they ordered it and what it was worth a month. The chips filter it: All, Stopped, Slowing, Buying less and Came back.

• A line only counts as Came back when they actually order it again.
• Click a line for its side panel: their usual order next to what they’ve bought lately, and a Call button.
• From the side panel choose Snooze 30 days, It’s seasonal (hidden until they order it again) or Dismiss, or add a note.

Cross-sell

Customers who buy from only some of your categories, with the categories they don’t buy yet. They’re ranked by product spend divided by the number of categories they buy from, so big spenders who use few of your categories come first. Aim a special at what they don’t buy yet — see Promotions.

Tip: the Dashboard’s Customers to call card and the Overview’s Needs a look link straight to these views.