CRM Solutions Can Help Cross-Sell and Upsell

But careful CRM system selection and adequate staff training can, among other benefits, help boost the cross-sell and upsell rates of your catalog’s customer service reps (CSRs).

Goal: Customer Retention

Kathryn Jackson of Response Design, a call center consulting firm, says cold calls and statement stuffers just won’t attract a large enough response from among today’s savvy consumers. “The way companies can add value,” says Jackson, “is through understanding the individual customer in a holistic way and developing strategies of how to help [customers] achieve their objectives.”