Increasing revenues and earnings at existing customers

A volume brand wanted to increase its turnover. An analysis of MSR revealed that there was still a lot of potential within the existing customer portfolio. Together with the importer, we have set up a national approach, consisting of MSR standard modules, that increased the sales to existing customers by 25%.

Our approach

• Potential analysis within existing customers
• Phased roll-out, starting with  the rich customers
• Modular deployment of proven concepts at different stages in the customer lifecycle
• Created involvement at dealers and where possible uses existing capacity

Tools

• MSR potential analysis
• MSR customer research into preferences
• Performance dashboard
• MSR Call Centre for proactive customer contact
• MSR lead management system
• MSR call centre safety net for 100% assurance

Results

• 100% consistent follow-up of existing customers at the relevant times
• More revenue per customer
• Higher loyalty per customer
• More margin per customer because of the lower acquisition costs for new customers