Acquiring new customers can be more than 7 times more expensive
than doing business with existing customers. Yet many companies
still focus their sales efforts primarily on new customer acquisition
rather than expanding existing relationships. The reality is
that both are important. Princeton works with its customers
to ensure that the potential of existing customer relationships
are fully realized through enabling effective cross-sell / up-sell
capabilities and ensuring our customers are easy to do business
with through multi-channel contact enablement.
A pan-European supplier of audio/visual conferencing solutions
and systems called upon Princeton to help them improve their
ability to share information across the group with the objective
of improving their cross-sell and up-sell capabilities. In only
four months, Princeton delivered a fully functional system integrated
with their existing systems which provides both the ability
to more rigorously manage new sales activities and identify
opportunities for additional business with existing customers.
Faced with declining margins in their core fixed-line business,
BT launched a strategy to generate new revenue by increasing
their focus on the wider ICT solutions market. BT has engaged
Princeton since 2000 to help them develop capabilities in the
CRM space. Princeton has assisted in the design, development
and implementation of BT's enterprise-wide CRM solution to more
than 50 customers; trained BT Desk Based Account Managers in
the positioning of CRM solutions to existing customers; and
worked side-by-side with BT in understanding customer requirements
and delivering solutions.
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“Having
a standardized technology platform means that our business
revolves around a single solution that must offer absolute
reliability and robustness. We are delighted by the strength
and performance of this initial deployment and the excellent
support that Princeton provided.”
Paul Clulow, European IT Manager, Impact Europe |
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