Tracking cross sells

contents/handbook/growth/cross-selling/tracking-cross-sells.md

@@ -0,0 +1,79 @@
+---
+title: Tracking cross sells
+sidebar: Handbook
+showTitle: true
+---
+
+# Cross-sell opportunity tracking
+
+TAMs create Salesforce opportunities for cross-sell deals they're actively working. This is how we measure whether TAMs are driving multi-product adoption vs. benefiting from organic growth, and how we learn which motions actually work.
+
+This is **measurement only** - it doesn't change how commission works.
+
+## What counts as a cross-sell opportunity?
+
+All four must be true:
+
+- Customer is already paying for at least one PostHog product
+- TAM is targeting adoption of a **different** product
+- Expected MRR on the new product is **≥$100/month**
+- TAM is running an actual sales motion (not just hoping they adopt it)
+
+If a customer spontaneously starts using and paying for a product, you don't need to retroactively create an opp. This is for intentional motions only.
+
+## How to create a cross-sell opportunity
+
+Use the existing Salesforce record type: **`New revenue - existing customer`**
+
+## Opportunity stages
+
+| Stage | What it means |
+|-------|---------------|
+| **Discovery** | Identified use case, talking to stakeholders about the problem |
+| **Demo** | Showing them the product, connecting it to their specific needs |
+| **Trial** | Customer is actively testing the product (see trial guidelines below) |
+| **Closed Won** | Customer is paying ≥$100/month on the product |
+| **Closed Lost** | Didn't convert - document why |
+
+Not every deal needs every stage. If a customer already knows the product and just needs help getting started, skip to Trial. The stages exist for tracking, not bureaucracy.
+
+When closing an opp (won or lost), do it manually even though Vitally may auto-close goals when a revenue threshold is met. Consciously closing the opp shows you're on top of the account and creates a clean intent-to-outcome link in our data.
+
+## Trial guidelines
+
+If you're giving a customer extended time or capacity to try a product before paying, use one of these approaches:
+
+### Option A: Billing limit
+
+- Set a billing limit on the product (e.g., $500/month cap)
+- Customer uses it, hits the limit, decides if they want to pay for more
+- Time-box it: 30 days is reasonable, 60 days max
+
+### Option B: Trial
+
+- Add credits to their account to cover the trial period
+- Document the amount and expiration
+- Clear expectation: "We're giving you X weeks to try this for free"
+
+### Either way
+
+- Set a clear end date
+- Schedule the follow-up conversation **before** the trial starts
+- Document success criteria: what does "this worked" look like?
+
+## What this is NOT
+
+- **Not a quota change.** Commission still works the same way.
+- **Not required for organic adoption.** Only for deals you're intentionally driving.
+- **Not for tiny expansions.** <$100/month expected MRR doesn't need an opp unless it's part of a trial/POC leading to real adoption.
+
+## What we're measuring
+
+Cross-sell metrics are tracked in the sales growth review. After each quarter, we should be able to answer:
+
+1. How many cross-sell oops did TAMs create?
+2. What was the win rate?
+3. Which products had the highest/lowest conversion?
+4. What was the average deal size?
+5. What was the average cycle time (discovery → closed)?
+6. What reasons are we seeing for Closed Lost?

src/navs/index.js

@@ -1461,6 +1461,10 @@ export const handbookSidebar = [
                         name: 'How we upsell and cross-sell',
                         url: '/handbook/growth/cross-selling/how-we-upsell-and-cross-sell',
                     },
+                    {
+                        name: 'Tracking cross sells',
+                        url: '/handbook/growth/cross-selling/tracking-cross-sells',
+                    },
                     {
                         name: 'Cross sell motions',
                         url: '/handbook/growth/cross-selling/cross-sell-motions',