In a matured industry where new customer acquisition has reached its limit, expanding profit obtained from existing customers is an important issue.
By applying two approaches, improving customer life time value, and improving customer recommend & referral value towards existing customers, sales ability is strengthened and sales from existing customers is maximized.
Constructing the system for repeat sales after establishing the first contract and improving the customer life time value is an important element in strengthening sales ability. From the design of the flow to control the customer’s satisfaction after contract establishment, and revision of the product lineup for upselling/cross-selling, to the construction of the detailed repeat sales step are conducted.
Our company conducted an analysis of top salespeople from various industries and systematized it into “the 6 steps of referral sales” as important methods for success. By installing methods specific to referral sales such as “specific request”, or “action specification”, the number of new customer acquisition through referral/word of mouth could be increased remarkably.