Customer cross and up sell

Maximizing customer lifetime value

Selling to your existing customers is far easier (and cheaper) than selling to new ones. Really great customer cross and up sell is about leveraging their trust in you and being disciplined and controlled in how (and how often) you approach them.

• You need to be disciplined.

  In these recessionary times the tension between the organizational need to sell new products versus the need to retain - and not annoy – existing customers has never been greater. How do you strike the balance between the two and find the right level of customer intimacy?
  Uplift modeling »

• You need to be relevant.

  Even the greatest products and service are not necessarily for everyone, and can no longer be treated that way. Excellent customer insight and customer segmentation is key. Event-triggered marketing, for example, can get 80% more from your direct marketing budget and help you address the critical question: How do I get the right offer to the right person at the right time?
  Offer and contact optimization »

• You need to get personal to improve customer cross and up sell.

  Even the 30% of customers that do opt to receive brand communications are increasingly opting out mentally – a behavioral trait that will only increase as the internet permeates our lives. The latest uplift approach can be the metaphorical crystal ball that anticipates and identifies customer needs and wants – as they happen with the potential to double cross-sell volumes.
  Uplift modeling »

• You need to be aligned.

  This new era of multi-platform and cross-channel communication brings with it great opportunities but also challenges. How do you navigate this complex mix of almost limitless options to eliminate overlap, repetition and ‘negative offers’ and find a solution that works for the customer and your organization?
  Customer strategy »