New Sales / Cross-Sell and Upsell

Nextian CPQ automatically calculates values for New Sales / Cross-Sell and Upsell for Monthly Recurring Revenue (MRR) and as well as Non-Recurring Revenue (NRR) as sums of MR and NR totals of quote line items and the New Account / Logo flag.

Nextian CPQ - New sales, cross-sell and upsell calculations
Nextian CPQ – New sales, cross-sell and upsell calculations

Just like in case of New Account / Logo, the values are propagated onto the following objects:

Synced Quote → Opportunity → Order

While the “classic definitions” (e.g., ones used in eCommerce) of these metrics are pretty straightforward, they take a slightly different meaning in the world of subscription services and need:

  • Separate calculations for monthly recurring and non-recurring charges / revenue
  • Considering line item type: e.g., a new service build-out, replacing a service or handing a service request
  • Handle quotes having a mixture of line item types (e.g., new service, upgrade, re-term, etc.)

The table below compares the two:

Metric Classic eCommerce Definition Subscription Services Definition
New Sales Purchase of a primary product Services for new logo customers (first time sale to a new account)
Cross Sell Purchase of anything in conjunction with the primary product New services for existing customers
Up-sell Purchase that makes primary product more expensive (upgrade, premium) Service upgrades (including replacement with a new service) and re-rates

So, following the definitions above, the calculations are performed as follows (sums of MR Total and NR Total on individual line items):

Line Item Type New Logo Existing Business
New New Sales (MRR & NRR) Cross-Sales (MRR & NRR)
Change Service Add-Ons N/A (requires an existing service, so the account cannot be a new logo) Upsell (MRR & NRR)
Replace Upsell (MRR & NRR)
Re-Term / Re-Rate Upsell (MRR & NRR)
Service Request * Cross-Sales (NRR only)
Cancel **

* Service Requests have only non-recurring charges associated with them
** Cancellations are excluded altogether from NRR / MRR calculations

Important Since businesses use varying definitions of New Sales, Cross-Sell and Upsell that may be different than what has been outlined above, the calculations can be customized during implementation.
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