Our surveys show that about one third of all customers will not buy the same product again if they experience poor customer service. Only customers that are satisfied with the service they receive, are most open to cross-selling and up-selling offers.
With cross-selling and up-selling often being a main goal, it is paramount that you design an outline of what the customer must experience when contacting your company. Even more importantly, you must follow-up and ask the customers what they experience, and act on the feedback accordingly. If you are not able to deliver basic satisfaction, you are not able to achieve cross- or up-sales.
Tracking missed sales opportunities by generating alerts to the right employees assists in monitoring if the prospect has been pursued. If it has not, it is possible for managers to send notification to the staff automatically.