CRM Solutions Can Help Cross-Sell and Upsell

•Define how the system will be used and who will use it. Some systems can be used for online cross-sell and upsell, but Way points out, they aren’t always effective in the call center. New CSRs typically will have better success with scripts rather than systems that offer products visually, while experienced CSRs may build better customer rapport using a visual system than they can with scripts that force them to conform.