CROSS SELL SHEET by sdfsb346f



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                                                                                                                                  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%.
                           target by
                                                 80%                           • National charity – 82.4%
                                                                                 Gift Aid conversion rate.
                                                 uptake from

                           78%                   cross-sell

To find out more about how we                                                     82.4%
can help your organisation, call                                                  Gift Aid
us on 0845 051 8400 or visit                                                      conversion rate

Building deep relationships                                                                              The cross-sell
with your customers                                                                                      upsell cycle
Are you making the most of every interaction with your customers? Are you confident that
your 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 understands
the pressure on organisations to optimise their capability to seek out, capture and manage
additional opportunities to add more value.
                                                                                                                                                       Customer enhanced
                                                                                                                                                          Increased brand value
                                                                                                                                                           Customer experience
                                                                                                                                                    Improved lifetime value of customer

                                                                                                                                                                                            White mail
                Are your                                                                                                           Propensity
                customers                                                                                                          Cross/upsell
                                                                                                                                   methods                                                  Digital TV
                confident                                                                                                          Trained CSA’s
                you are able                                                                                                       Hosted
                to deliver?                                the ‘right’                                              Outbound

                                                                    customer at                                                    Analysis

                                                                                                                                                                                            Face to face
                                                                    the ‘right’
                                                                    time...                                                                              Financial bene ts
                                                                                                                                                         Increased share of wallet
                                                                                                                                                             Increased margins
                                                                                                                                                             Increased revenue
                                                                                                                                                            Reduced cost to sell

                             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.


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