Vertex | Customer Managerment Outsourcing | Cross Sell / Up Sell


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Are you making the most of every interaction with your customers? Vertex uses transformational strategies that analyze the process, technology, and business aspects of your organization to identify opportunities for upsell and cross-sell. We enable to you realize increased brand value and enhanced customer relationships, ultimately resulting in increased share of wallet, margins and revenue.

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Vertex | Customer Managerment Outsourcing | Cross Sell / Up Sell

  1. 1. Cross-sell upsell Optimising your customer base Key facts £90 • Utility company – Vertex • Utility company – campaign to million delivered £90 million worth of revenue through a series of cross and upsell campaigns. This included sell insurance to customers from inbound calls achieved conversion rates of 5% against the 2% worth of revenue delivered a 5% conversion rate on another expected by the client. programme to sell dual fuel, as Our programme to generate well as a 9% conversion rate on telephone sales exceeded the another to sell gas to SME client’s expectations by 78%. customers, exceeding the client’s • Telecoms company – our target by 80%. cross-sell campaign led to an 80% uptake for its picture messaging service, exceeding client expectations by 14%. Exceeded client’s target by 80% • National charity – 82.4% Gift Aid conversion rate. uptake from 78% cross-sell programmeTo find out more about how we 82.4%can help your organisation, call Gift Aidus on 0845 051 8400 or visit conversion ratewww.vertexgroup.comprop/0087/ds/01/oct09/je
  2. 2. Building deep relationships The cross-sellwith your customers upsell cycleAre you making the most of every interaction with your customers? Are you confident thatyour business has a deep understanding of the new channels available to engage with them?More importantly are your customers confident you are able to deliver? Vertex understandsthe pressure on organisations to optimise their capability to seek out, capture and manageadditional opportunities to add more value. Customer enhanced relationship Increased brand value Customer experience Improved lifetime value of customer White mail Are your Propensity modelling Web customers Cross/upsell methods Digital TV confident Trained CSA’s Email you are able Hosted infrastructure Social to deliver? the ‘right’ Outbound campaigns network Phone customer at Analysis Face to face the ‘right’ time... Financial bene ts delivered Increased share of wallet Increased margins Increased revenue Reduced cost to sell ...through We identify the‘right’ the ‘right’ channel How we do it product or You need to feel reassured that there aren’t any upsell and cross-sell. Our approach has been service... areas in your service process where customers can ‘fall through the gaps’. Our approach is to applied to organisations worldwide, delivering extraordinary return on investment through identify the ‘right’ product/service to offer to the predictive analytics, decision science and ‘right’ customer at the ‘right’ time through the response modelling to ensure maximum ‘right’ channel. This is the cornerstone of our benefits for clients. leadership in advisory services, operational Put simply, we help you make the most of every Growing share of wallet design, decision science and analytics. This interaction with your customers. We assess consists of strategic assessment, operational, your strategic approach, the quality of your Once the right structures are in place, business can become self-generating as technology and customer assessment. team, their ability to identify sales opportunities, customers experience increased satisfaction, brand trust and lifetime value. We use transformational strategies that analyse implement ‘sharper’ technologies for accurate A customer who feels valued and understood will keep coming back and over time the process, technology and business aspects of scaleability and the quality of your customer the benefits become tangible, leading to increased margins. your organisation to identify opportunities for intelligence.