Press information issued on behalf of:
Customer Consulting Ltd
500 Avebury Boulevard
CENTRAL MILTON KEYNES
Bucks
MK9 2BE
Web:
www.customerconsulting.com
8th June
2009
Customer Consulting launches benchmarking research service
The specialist customer and change management company Customer
Consulting Ltd (CCL) has launched a research service which aims to help
member companies to discover what truth there is behind old adages such
as that ‘it's five times more expensive to find a new customer than it
is to sell to existing customers'.
Already organisations from a number of sectors of the economy,
including the retail motor industry and the financial services sector,
have agreed to co-operate and share sales-related financial data among
themselves.
CCL's managing director, Simon Rustom, explained: "In a recession,
companies tend to ignore the old adages and devote a high proportion of
their resources to finding new customers, rather than spending their
budgets on keeping and growing existing customers. Yet, our experience
- and that of our client base - over the years has been that, if you
give your customers a high level of service, you find opportunities for
cross-selling, up-selling and so on.
"We believe that maintaining an effective customer retention strategy
is more cost-effective than seeking new customers - but we want to
prove, or indeed disprove, this point."
In particular, CCL's benchmarking research service will examine the
costs of:
-
Selling
to existing versus new customers
-
Retaining
existing versus recruiting new customers
-
Re-selling to old customers versus selling to new customers
According
to CCL's Kathy Duxbury: "In bringing the old sales-related adages
up-to-date, we'll be analysing businesses by sector and, perhaps, by
channel. This objective and cross-sector data should help customer
service directors to not only show the true costs of selling but also
to make the business case for allocating resources to retain existing
customers."
CCL is inviting companies from any and every sector of the economy to
join its benchmarking research service, share their ‘sensitive' data -
with no chance of it falling into competitors' hands - and benefit from
access to objective research findings. For further details contact
Kathy Duxbury at CCL on 01908 441012/ 07976 405779, or email
kathy.duxbury@customerconsulting.com
End
About Customer Consulting Limited
Customer Consulting Ltd (CCL) is a specialist customer and change
management company. It helps organisations to optimise their return on
investment in customer management - especially contact centres and
customer-orientated information and technology.
Its vision is to demonstrate that a best practice approach to customer
management delivers sustainable business growth. CCL aims to deliver a
combination of insight, intellect, wisdom and pragmatism - combined
with a real understanding of people - to achieve commercial results
that are beyond the norm. Using a joint project team approach, CCL
offers advice and support to help companies develop and implement
customer strategies that produce results.
With its 100 consultants averaging 20 years experience, CCL helps
business leaders and their teams - including those at Norwich Union,
BUPA, South West Trains and National Express Group - to activate their
internal resources and ensure measurable success.
Further information from:
Kathy Duxbury, Customer Consulting, 00 44 (0) 1908 441012/ 00 44 (0)
7976 405779;
kathy.duxbury@customerconsulting.com
Bob Little, Bob Little Press & PR, 00 44 (0)1727 860405;
bob.little@boblittlepr.com
