Every interaction you have with a customer is an opportunity to impact future profitability. Marketing resources are typically focused on the challenge of new customer acquisition—often leaving existing customers ignored. Without regular contact, customer attrition rates increase, burdening sales with the responsibility to make up lost revenue. Lowering customer attrition not only safeguards revenue, but it provides a base for lower cost/higher return, cross-sell and up-sell opportunities.
MarketStar allows you to actively support, incentivize, and sell to current customers, building loyalty and maximizing ROI. Working as an integrated extension of your brand, we build trust with customers through regular, personalized contact, enabling fruitful relationships year after year.
HP wanted to deliver a consistent, quality support experience while controlling costs and for Level 1 support queries. MarketStar deployed a cost-effective support team delivering world-class support to HP's business accounts and internal users, while listening for up-sell, cross-sell opportunities. These efforts uncovered millions of dollars in incremental revenue for HP.
As competition increases in direct channels, companies begin to compete less on comparable offerings and more on post-sale care. MarketStar delivers world-class service and support to your customers through dedicated resources which effectively address customer needs, build rapport, and increase lifetime customer value.
You don’t represent the most admired brands in the world without talent. MarketStar is unparalleled in our ability to build, deploy, and manage expert sales teams—in record time. Our dedicated recruiting staff establishes a profile for each position, and then utilizes predictive and virtual screening tools and technology to identify and efficiently hire professionals which embody our clients’ brand identity and our sales culture.
MarketStar has an in-house training organization and resources to quickly ramp sales teams. We customize a training path and then blend online and formal, classroom-style instruction to accommodate different learning styles. Our internal communities facilitate social collaboration and content sharing. Ongoing development is available through our Orange U learning system so employees can reach their full potential.
The orange asterisk in the MarketStar logo embodies the spirit of our culture. Like the color orange, our employees are vibrant, energetic, tenacious, warm, and exciting. We empower our employees to find balance in their personal, family, spiritual, and work life, while creating a culture where performance and excellence are expected, monitored, and rewarded.
We help our clients realize the full benefits of automated marketing - increasing customer retention, shortening the sales cycle, and lowering costs. We use our experience with CRM management to track funnel progression and make accurate forecasts. We integrate social technologies and platforms to help your sales teams attract new business, engage current customers, and grow sales through existing networks. And we monitor and score activity so sales teams can determine when and how to engage.
Technology has forever changed how we manage relationships and conduct business. In the digital age, customers are accustomed to having answers readily available at their fingertips when and where they need them. MarketStar’s Virtual Expert application virtually and visually connects customers to expert support through two-way video chat. By personally engaging with customers on demand, they become empowered by information and more likely to repeat their business.
The cost-saving benefits of engaging customers online cannot be understated. But support Web sites and portals do not engage customers, and are often too cumbersome to find relevant information. MarketStar’s Connect+ is a socially-enabled, multi-way communication hub designed to facilitate business productivity by connecting your customers with critical product, technical, and marketing support they expect. Through social collaboration, you can provide a cost-effective alternative to dynamically share and collaborate with customers while delivering a superior level of service.
Consistent customer engagement is essential to driving up-sell, cross-sell, and retention strategies. MarketStar designs marketing campaigns targeting customers at different stages in their lifecycle. We monitor customer activity throughout your digital channels to score and rank your most active evangelists. Our strategies simplify the process of renewals, upgrades, and reward programs to increase participation and lifetime customer value. And our reps will do it faster and smoother with our automated workflows and activity logs.
Customers expect you to know at least as much about them as they do about you. MarketStar aligns CRM tools and digital applications to give you a window into your customers and their business. Our customer analytics and reporting tools help you profile customers based on established criteria, and rank them according to revenue and profitability. And, we streamline customer service workflow and activity logs to improve service levels and enhance customer interaction.
MarketStar brings your data to life so you can track important customer trends, analyze loyalty and renewal campaigns, and assess your customer outreach. We help you get smarter about your business so you can drive profitable, loyal customer relationships from first contact to post-sale management.
Completing a holistic profile of your customers helps you rank and classify your most important accounts. MarketStar examines critical customer dimensions so you can identify patterns affecting lifetime customer value, and develop winning strategies to address changes or threats. We generate customer analytics reporting, so all your customer facing departments can access critical dimensions that affect your business. Making this information accessible across your business increases organizational responsiveness and agility.
Keep customers engaged by establishing a strategic communications plan which aligns marketing activities with your customer editorial communication calendar. Our creative team crafts quality branded content across all media channels and platforms to increase customer loyalty, retention, and sales.
• Dedicate resources to driving warranty sales and service renewals
• Deploy service and support agents that carry sales quotas while delivering world-class service
• Diagnose analytics around return rates and the support costs
• Design and execute loyalty building processes and campaigns by nurturing accounts with relevant marketing content
Design and execute loyalty building processes and campaigns by nurturing current clients with relevant marketing content, triggered based on customer lifecycle stage.
Source: Businessbrief.com, 2013
Every customer interaction provides opportunity to drive value. We open new revenue streams by capitalizing on up-sell and cross-sell opportunities while delivering a superior service experience for the client.
Source: CSO Insights 2013
Gather and analyze service and support data to diagnose return rates, rising costs and other critical business operations.
Source: Oracle. "2013 B2B Commerce Trends"