Service Is the New Sales
Published 3/17/2009
Author: Pam Baker
Summary
While it’s no secret that companies must make the most out of existing customers in order to prosper in this economy, some businesses are unaware of how helpful CRM is in doing so, especially during routine service calls. “CRM allows service professionals to ensure consistent service offerings, pricing, discounts and terms across a range of related service contracts,” said RunE2E CEO John Brasch. “Agents can let customers know about offers that they may not be aware of — turning a simple service request into a sale.”
But cross-selling and upselling are not the only ways to net new sales through service requests.“Service warranty revenue optimization is a common benefit of service-related CRM,” explained Brasch. “In-house agents can receive alerts when a customer’s service contract is about to expire and engage in proactive outreach to ensure appropriate renewal.”
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