One of the major Returns on Investment for Customer Relationship Management is the opportunity to sell or upgrade an existing client. While many sales (and most support) agents are turned off at the idea of “sales”, we are all in sales whether we want to admit it or not. When you wooed your mate into that first date, you were selling….and when you were looking at that latest gizmo (that you probably didn’t really need) or at the new Harley in the garage, you were trying to sell someone on the idea that it was needed. And you sell your boss every quarter on the idea that you need to make more money, and are worth more. I maintain that one way to show you are worth more, (and ultimately make more) is to “increase” income for the company. Think outside the box, and create an internal “think tank”, of creative thinkers in your area that can raise methods to increase revenue to the company. Knowing your database of clientele, data mining the customer list, and having brain storming sessions with marketing, can bring good ideas to the table, and ultimately new income. Often times, the new income doesn’t require much effort, just proactive thinking. One last thought before I sign off and you spout, “yeah sure, you want fries with that?” (I realize how much this type of upselling ticks people off) But awhile back I had my motorcycle in the shop for a few minor adjustments and oil change. The service tech that did the work, brought me into the shop while the bike was still on the rack, and went over in great detail everything he did, why he did it, and what the bike should respond to as a result. Then he made a couple of suggestions that would improve the bikes performance, gas mileage, and handling. I spent another $220 as a result. This represented a 25% increase in the service revenue to the dealer. And, because the technician didn’t just say, “want fries with that”? I felt good about the money spent, and vowed to be back soon. I am sure the tech will still be there when I do……