Next best offer
Also called: NBO
Next best offer selects the most valuable commercial proposition for a customer: which product, plan, bundle or price to present. It is a subset of next best action, which also considers non-commercial moves such as service recovery, education or deliberate silence.
Why it matters for ARPU
Treating every moment as an offer moment is how contact fatigue starts. The offer decision is only correct once it has lost to silence often enough.
Related terms
Next best actionNext best action is the single intervention that maximises expected value for a specific customer at a specific moment, chosen across every available option including doing nothing.Expansion revenueExpansion revenue is additional revenue from customers a business already has: upgrades, add-ons, cross-sell, higher usage or a move to a richer plan.Recommendation engineA recommendation engine ranks items by predicted affinity for a user, usually inside one surface such as a catalogue, feed or storefront.Contact policyContact policy governs how often, through which channels and with what spacing a customer may be contacted.