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7 ways to get more
sales from EXISTING
CUSTOMER
Why selling to existing customer is critical...
www.knowlarity.com & @Leadsqared
Cost of selling to a new
customer is six times as
high as to existing
customer
Odds of selling to a new
customer = 1/7 to an
existing customer = 1/2
Each dissatisfied
customer tells 8 to 10
people
70% of dissatisfied
customers will do business
again if they feel their
complaints are handled well
1 extra % of customer
retention can boost
turnover by as much as
15%
No proper customer
support available for most
of the companies
Journey of a customer
www.knowlarity.com & @Leadsqared
Measuring customer happiness score throughout the journey is the key!!!
Onboarding the customer
www.knowlarity.com & @Leadsqared
The information should be captured & stored in a manner that is accessible throughout the lifetime
journey of the customer
Monitoring the usage
www.knowlarity.com & @Leadsqared
Personlize the experience
Complementary
Products
Discount
Offers/Coupons
Loyalty
Rewards/Points
Reviews and
Feedback
www.knowlarity.com & @Leadsqared
Connect Personally
with Customer
Sell Customer What They Want
Bring New Perspective
for Customers
Collaborate with your
Customers
Listen to your
Customers
Understand all
Customer Needs
Craft a Compelling
Solution
www.knowlarity.com & @Leadsqared
Continuous Evaluation of Customer Experience is the
key!!!
Customer Satisfaction (CSAT)
intends to measure customer
satisfaction
Net Promoter Score (NPS)
intends to gauge long term
happiness on loyalty with
the organization
Customer Effort Score (CES)
to measure how much
effort customer had to
make for certain interaction
with the company
www.knowlarity.com & @Leadsqared
Continuous Evaluation of Customer Experience is the
key!!!
www.knowlarity.com & @Leadsqared
SuperReceptionist is your personal receptionist hosted virtually.
It offers a host of features to manage business calls effectively.
You can go mobile with our new SuperReceptionist app.
SuperReceptionist: Hosted PBX For Business
Real-time data
monitoring &
analytics
Agent
interface for
better call
management
Smart email &
SMS
campaign
management
Integrates voice
with your
favourite
business tool
Secure to
protect your
business
interests
Cloud based
system, easy to
use & configure
Outbound &
inbound calls
with IVR
Track call logs
and recordings
for quality audits
IVR to manage
call forwardings
Manage customer
database with
integration
www.knowlarity.com & @Leadsqared
▪ Asia’s largest cloud telephony
company
▪ Incepted in 2009
▪ Funded by Sequoia Capital and
Mayfield
▪ Serving 12000 companies in India
and abroad
▪ Presence in 65 countries
▪ Flagship products,
SuperReceptionist and SmartIVR,
can process over a million calls an
hour
▪ Offices in Singapore, Gurgaon,
Mumbai and Bangalore
▪ ISO certified company in terms of
Information Security
About Knowlarity
www.knowlarity.com & @Leadsqared
Send us your questions on Twitter using hashtag
#LSQWebinar
Questions?

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7 ways to get more sales from your existing customers

  • 1. 7 ways to get more sales from EXISTING CUSTOMER
  • 2. Why selling to existing customer is critical... www.knowlarity.com & @Leadsqared Cost of selling to a new customer is six times as high as to existing customer Odds of selling to a new customer = 1/7 to an existing customer = 1/2 Each dissatisfied customer tells 8 to 10 people 70% of dissatisfied customers will do business again if they feel their complaints are handled well 1 extra % of customer retention can boost turnover by as much as 15% No proper customer support available for most of the companies
  • 3. Journey of a customer www.knowlarity.com & @Leadsqared Measuring customer happiness score throughout the journey is the key!!!
  • 4. Onboarding the customer www.knowlarity.com & @Leadsqared The information should be captured & stored in a manner that is accessible throughout the lifetime journey of the customer
  • 6. Personlize the experience Complementary Products Discount Offers/Coupons Loyalty Rewards/Points Reviews and Feedback www.knowlarity.com & @Leadsqared Connect Personally with Customer
  • 7. Sell Customer What They Want Bring New Perspective for Customers Collaborate with your Customers Listen to your Customers Understand all Customer Needs Craft a Compelling Solution www.knowlarity.com & @Leadsqared
  • 8. Continuous Evaluation of Customer Experience is the key!!! Customer Satisfaction (CSAT) intends to measure customer satisfaction Net Promoter Score (NPS) intends to gauge long term happiness on loyalty with the organization Customer Effort Score (CES) to measure how much effort customer had to make for certain interaction with the company www.knowlarity.com & @Leadsqared
  • 9. Continuous Evaluation of Customer Experience is the key!!! www.knowlarity.com & @Leadsqared
  • 10. SuperReceptionist is your personal receptionist hosted virtually. It offers a host of features to manage business calls effectively. You can go mobile with our new SuperReceptionist app. SuperReceptionist: Hosted PBX For Business Real-time data monitoring & analytics Agent interface for better call management Smart email & SMS campaign management Integrates voice with your favourite business tool Secure to protect your business interests Cloud based system, easy to use & configure Outbound & inbound calls with IVR Track call logs and recordings for quality audits IVR to manage call forwardings Manage customer database with integration www.knowlarity.com & @Leadsqared
  • 11. ▪ Asia’s largest cloud telephony company ▪ Incepted in 2009 ▪ Funded by Sequoia Capital and Mayfield ▪ Serving 12000 companies in India and abroad ▪ Presence in 65 countries ▪ Flagship products, SuperReceptionist and SmartIVR, can process over a million calls an hour ▪ Offices in Singapore, Gurgaon, Mumbai and Bangalore ▪ ISO certified company in terms of Information Security About Knowlarity www.knowlarity.com & @Leadsqared
  • 12. Send us your questions on Twitter using hashtag #LSQWebinar Questions?