Many marketers and customer service experts believe that the best way to improve customer retention is through “up-selling.” This means getting customers to spend more money on additional products or services. While this certainly does work, it falls short of addressing the fundamental reasons why customers defect. Up-selling is a revenue optimization strategy as opposed to a relationship management tool. And if you’re not building relationships with your customers then you probably will not be able to build loyalty either. You’ll just end up continually trying to up-sell them and keep them around for as long as possible between ...Read more

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