Myself webmaster of http://www.2touch.co.uk - customer lifecycle company for Direct marketing, inbound & outbound telephony services, Customer growth and Outbound telemarketing by expert outsourced sales team.
Call centre associates should be continuously coached and trained on ways to gather valuable data from customers that the business can then use to establish more customer centric strategies and ensure long term growth.
When customers are offered products or services that they actually want and will use, their perception of the company becomes more positive as the customer starts to feel that the company is taking more time to understand their needs and wants, rather than ensuring they make some form of sale.
Approaching your customer interactions in this way means that you can effectively cross sell other products and therefore increase the growth opportunities. It is a well known fact that it is much easier and cheaper to sell to an existing customer who has already had a positive experience of the brand than acquiring new customers.
Up selling is another valuable technique which can help to improve your business performance. The idea of purchasing additional related products can often make sense to the customer and if presented with such an opportunity, is likely to take advantage of it.
Both up selling and cross selling can influence all aspects of your business within the customer lifecycle by improving loyalty, retention and revenue. If customers are presented with an up sell or cross sell and they choose to take advantage of this opportunity, it gives the organisation a clear indication that they trust and respect the brand. This has a huge impact on retention as customers who are happy will stay loyal and are therefore less likely to move to a competitor.
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