NPS and Cross-Selling
Are your salespeople putting enough time, effort and thought into developing and retaining business with your current customers, especially in large key accounts? And even if they are, how do you know if they are doing this effectively?
Attracting new customers will cost your company 5x more than keeping an existing customer, so it's important to take advantage of gaining share of wallet with your existing customers.
At Butler Street, we use and teach Key Account Management to add focus and process to identifying growth opportunities and advancing relationships. Commonly referred to as a "white space" report, we track customer initiatives and determine how our solutions can add value; we identify both our customers and our competitors performance gaps to align our solutions to close those gaps; and use this report to consistently increase the number of identified opportunities to add to our action planning process. In short, the white space report provides you with actionable insights you need to grow.
This level of detail now becomes the basis for discussion with your Net Promoter Survey "Promoters." Those clients who have scored your performance as a "9 or 10." These are your clients that want reasons to do more business with you; the clients most loyal to you. Demonstrating that you can add value in other areas and potentially strengthen their performance activities, will gain you the recommendations and referrals you have earned to gain access, build support, and grow your business.
Start working on improving your client relationships, close in on that white space cross-sell/up-sell to your strongest supporters and get more from your existing accounts. To learn more, visit www.aremyclientsloyal.com.
Butler Street, a leading management consulting, training and research firm focused on client and talent development, has formed an alliance with Printing Impressions, America’s most influential and widely read resource for the printing industry, to provide the de facto industry standard for measuring customer loyalty through its Best of Print & Digital Customer Survey.
If you are interested in understanding how Net Promoter Score and the Best of Print and Digital can help you grow your business, go to www.bestofprintanddigital.com
To take part in the 2017 Best of Print and Digital go to www.bestofprintanddigital.com.
Click here to watch the Printing Impressions interview with Mike Jacoutot, founder of Butler Street, and Mark Subers, president of Printing, Packaging and Publishing at NAPCO Media, as they discuss the new partnership program.
Frank Costantino is a Managing Partner at Butler Street, a leading management consulting, training and research firm that focuses on client and talent development. Prior to joining Butler Street, Costantino accumulated over three decades of successful sales and executive leadership experience. His passion for sales discipline and process has driven practical solutions for sales organization development, revenue and operating profit growth.
Costantino has been recognized with numerous sales and sales leadership awards. He has also received top honors from his peers and direct reporting teams in VOA rankings, and has also served on the Advisory Board of Target Account Selling. He holds a B. S. in Business Management from NYIT.