CRM Solutions Can Help Cross-Sell and Upsell

For catalogers, an innovative use might be using CRM software to offer cross-sell messages to customers who’ve been placed on hold. To be sure, many customers are amenable to a targeted pitch for new products or services after they’ve placed their orders or had their concerns (e.g., billing questions, order tracking) satisfactorily addressed, says Jackson. CRM software can help catalogers tailor product pitches for callers while they wait on hold. “The goal is to turn call centers into profit centers,” notes Jackson.