CRM Solutions Can Help Cross-Sell and Upsell

Other systems offer products dynamically, that is, products are presented based on customers’ sales metrics or on products’ popularity. Thus offers are made because the system “knows” that customers who bought Product A also bought Products X, Y and Z.

Doug Way, principal of Kurt Salmon Associates, a global management consulting firm, says the best CRM systems also offer upsell, a strategy used by telemarketers for years. These systems require hard coding; they take a product and offer an upgrade. For example, with the right data at her disposal, a CSR might say: “I see you’ve ordered the Super Tennis Racquet; we happen to have the Ultra Tennis Racquet on sale this week. For just $50 more, you can have a racquet with these added features ...”