CRM Solutions Can Help Cross-Sell and Upsell

CRM Checklist

n Before you step up to the buying stage, be sure your company culture is compatible with the prospective CRM system. The reason some catalogers don’t have sophisticated CRM systems is because their call-center workforces aren’t quite ready for them. Either their CSRs’ skill-sets aren’t developed enough to handle the systems or the catalogers have such high turnover they can’t get reps adequately trained quickly enough to use the systems effectively. Indeed, CRM systems, especially the online/call center ones, require an investment in staff training.