Client Touches - Post-Sell, Up-Sell and Retain – The Truth Behind Retaining Your Customers

Aug. 13, 2009 - PRLog -- Best of all, if creating a campaign that’s truly engaging to prospects can seem daunting, providing useful information for your customers can be downright easy.  After all, you’re an expert at doing what you do.  There are countless tips and tricks that can help your customers get more value out of what they’re buying from you.  These are a great place to start.  You probably have documentation that you’ve spent lots of time and money preparing to guide your customers through the use of your products and services.  Of course, your customers probably don’t read it all.  They wait to need a specific piece of information, then go looking for it.  A well timed email campaign can highlight crucial tips at just the right time.  Read the article: http://sellsellsell.salesnexus.com/2009/06/15/client-touches-post-sell-up-sell-and-retain.

First Post-Sell
The art of the “post-sell” could be a book unto itself.  In short the idea is to help your customer avoid “buyer’s remorse”.  The natural human process of questioning one’s decision can be an opening for canceled orders.  The most important objective in post selling is to express your gratitude for your customer’s business by reconfirming your commitment to deliver on your promises to them.  A simple thank you email is a good start.  However, you can assure the customer that they’ve made the right decision best by reminding them why they bought.

Up-Sell
Of course, selling more to existing customers IS very profitable.  There are surely additional options or upgrades to what has been purchased.  You may feel that you reviewed these options with the customer thoroughly during the sales process but, don’t assume that their decision not to purchase those options at the time meant they don’t want and need them.  Very often, it just means that the initial purchase was enough of a leap for them.  They don’t know what they don’t know.  Now that they’ve purchased the basic product and are beginning to implement or use it, they’re seeing more clearly how your additional products and services could benefit them.

Retain
Of course, whether you sell your customer anything else or not, you want to keep their business and ensure they’re pleased with their purchase.  A great way to strengthen a customer’s bond with your company is to let them have some input.  A simple survey can be very valuable in showing the customer you care about their opinions are experience with your company and helping you improve your company’s offerings.  Read the article: http://sellsellsell.salesnexus.com/2009/06/15/client-touc....

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SalesNexus is one of the best kept secrets in the contact management CRM arena. The company, founded in 2002 by Craig Klein, is built on the premise that businesses win when their sales staffs implement best practices through efficient contact management.