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Products & Services Customer Service Call Centers Call Center Human Resources Call Center Recruitment and Selection Recruitment and Selection Processes

The Service-to-Sales Research Bundle

ID: 4833


Features:

Metrics, Graphics, Detailed Process Map


Pages/Slides: 122


Published: Pre-2013


Delivery Format: Online


 

License Options:
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Single User: Authorizes use by the person who places the order or for whom the order was placed.

Sitewide: Authorizes use of the report for a geographic site. All people at site can view the report for a year and copies can be printed.

Corporate: Authorizes use for the entire company for a year and copies can be printed. No limitations for usage inside the company.




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Save 26% with this value bundle!

 


  • STUDY OVERVIEW
  • BENCHMARK CLASS
  • SPECIAL OFFER
  • INCLUDED RESEARCH
To download a research excerpt of the findings available in this bundle, click here.


Industry leaders have long recognized the value of using their customer service call centers to generate new sales through existing customer relationships. According to research by Best Practices, LLC this blended service-to-sales technique among call centers has been further encouraged in the last few years by many environmental factors including:

Economic Downturn: Call centers accelerated their service-to-sales evolution because the difficult economy choked growth on other fronts; companies seek to grow existing customer relationships to offset the decline.
Regulatory Changes: Many industries that were once dependent upon outbound telemarketing are beginning to shift toa service to sales focus because programs like the “National Do Not Call Registry” promise to dampen their hopes of future outbound telemarketing sales.
Cost-Efficient Sales Expansion: Many industries are turning away from the dot com era of “grab every customer within reach” and returning to the philosophy that it is cheaper to sell additional products to existing customers than it is to acquire brand new customers.

The Service to Sales Bundle includes three documents drawn from a study of over 57 call centers in 50 companies across 20 industries and one document detailing the findings of a Global Benchmarking Council discussion on Service to Sales Excellence. The concepts detailed include:
1. Driving Sales Through Customer Service
2. Process Development for Cross-Selling Excellence
3. Identifying, Recruiting, and Cultivating Service to Sales Talent
4. Training and Developing Employees for Service to Sales Roles


Industries Profiled:
Telecommunications; Financial Services; Banking; Service; Computer Hardware; Computers; Chemical; Medical Device; Consumer Products; High Tech; Retail; Manufacturing; Electronics


Companies Profiled:
Aliant Telecom; American Express; AT&T; Bank of America; Bank One; Bell South; BT Group; Carlson Leisure; Citigroup; Dell Computer; Dow Chemical; Dow Corning; Eastman Kodak; EDS; Federated Department Stores; IBM; Lands' End; Medtronic; NCR; Royal Bank of Canada; Sprint; Texas Instruments; Travelocity; Wachovia; Wells Fargo


If you purchase Best Practice Database document(s), you will have 30 days from the date of purchase to apply some or all of the cost of the document(s) toward the cost of a Full Access Individual, Pharma, Group or University Membership. Write us at DatabaseTeam@bestpracticesllc.com or call David Guinn at 919-767-9179 if you have any questions.

This bundle combines all of the individual research listed below into one easy-to-purchase transaction. Read individual research abstracts by clicking the titles. Return to this page to add the bundle to your cart.



Why purchase a bundle?
Purchasing this research together provides you with significant savings over the individual research price. In addition to the reduced price, you’ll also experience ease of use. After purchase, previous and next buttons will direct you sequentially through the research findings. If you have additional questions, please call us at (919) 403-0251.