Session Addresses Tactics for Mining Current Customer Bases

By leveraging current customer relationships, agents can profit from selling new technologies to their existing customers despite the challenges of a slowing economy. Moderated by Ken Mercer, senior vice president with master agency Telecom Brokerage Inc., this panel, “Base Jumping: Upselling with New Technologies,” will explore ways agents can mine their installed base for new revenue opportunities.

“The customer relationship is the most valuable asset the agent has,” said Mercer. “By strengthening that relationship and adding value, the customer will be less likely to leave for just price alone.” Mercer said he planned to address what add-on products can be sold to a customer already under contract for something else. “We are trying to widen the perspective of the agent by focusing on products that most agents don’t sell, but have great value,” he added.

Panelist Bob Miller, senior solutions strategist at NetWolves Network Services, said that in light of the fact that IT staffs are continuously being pressured to do more for less, mining one’s customer base will uncover additional revenue opportunities, such as managed services. “These types of services create ‘stickier’ relationships with your customers that will help keep attrition to a minimum,” explained Miller. “If you are not mining your base, someone else is!”

Also joining Monday’s panel will be Tim Dunne, vice president business operations, NextLink; Andrew Goethals, channel sales manager, InterCall; and Charles Murray, the recently appointed vice president, channel partners, Global Crossing.