Cross-selling has to move online because that’s where customers are going.  So, what are the drivers of online cross-sell success, apart from getting business units to cooperate with one another in large financial institutions*?  Well, one of the great things about MIT is that you learn all these great analysis techniques – like system dynamics. The challenge is explaining them to the rest of the world.

-- Always up for a challenge, let’s see if I can explain the system diagram below.  The basic metric we’re driving is the number of leads we convert to sales each month which appears at the bottom of the diagram.