Business Intelligence

Leveraging the 360 Degree Customer View to Maximize Up-Sell and Cross-Sell Potential: How Mid-Size Companies Become Best-in-Class Performers

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Executive Summary

A true 360-degree view of the customer is a win-win situation for all parties involved: buyers benefit from better service and efficiency, and sellers derive improved loyalty and, inevitably, more repeat business from established customers. The most successful mid-size companies rely on their CRM deployment to take a holistic approach to providing a complete, accurate and integrated view of customers, with a goal of improving satisfaction and retention without losing sight of customer profitability. As a result of these strategies, companies with more accurate and timely information about their prospect or customer can more efficiently respond to communications, ensure customer satisfaction with better service, and drive toward a larger lifetime value of each account, customer or client. Add in the newest benefits of social and mobile selling, and mid-size firms have a strong blueprint for success.

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