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The basic problem here is that very few in this industry know how to do things in moderation. It is either fleece the end user or offer them nothing at all in terms of content. People saying that upsells hurting retention is so cliche' Most people that say up-sells hurt retention say so because others say so, not because they have done any data crunching and can PROVE it.
Remember, we SHOULD be in the sales and marketing game. This means offering choices and opportunities for customers to give you more money. This does not mean you have to turn them upside down and shake every last cent out of them.
Does Walmart hurt customers when they have Tic-Tacs, People Magazine, and a soda pop cooler up at the cash register? Does Target hurt customers because they ask if you would like to open a Target credit card account and save 10% off your order and so on?
Even if up-sells only make you a couple $100/month then guess what? That is a couple $100 more than you had last month! If you have been turned off by up-sells then you simply haven't thought about them in the right way.
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