Turning Customer Care Calls into Cross-Selling Opportunities

All companies want to keep their customers happy. Finding the right balance of effective customer care while trying to keep costs low can be a challenging for any organization. The numbers that show customer loyalty and brand image being boosted by customer care are not always clearly visible and easy to measure.

With that in mind, there are ways to change customer care into easily measurable, profit-generating activities that make it easier for companies to justify customer care expenditures.

That’s where the InfoCision attitude comes into play. It’s simple really; it’s all about philosophy and opportunity.

Recently an article featuring one of our staff members, Paul Derbyshire, director of operations strategy, was published through the prestigious media outlet TMCnet. Paul talked all about how if the situation is handled correctly, you can turn a customer care call into an opportunity to increase your sales.

In fact, we’ve seen examples where after adding a series of cross-sell opportunities, the client’s customer care was essentially free. When a client receives profit for a call that used to be an expense, everyone wins.

What are your opinions on cross-selling? Can cross-selling truly generate profit? Leave a comment below and tell me how you or your organization views the cross-selling process!

Paul Derbyshire is director of operations strategy at InfoCision Management Corporation. Reach him at paul.derbyshire@infocision.com.