Cross-selling is a strategy of providing existing customers the opportunity to

purchase additional items offered by the seller. It typically involves offering the
customer items that complement the original purchase in some manner. The idea
behind this strategy is to capture a larger share of the consumer market by meeting
more of the needs and wants of each individual customer.
Up Selling: A sales strategy where the seller will provide opportunities to purchase
related products or services, often for the sole purpose of making a larger sale. A
popular example of upselling happens when a fast-food customer orders a
hamburger, and they are asked by their cashier Do you want fries with that?, in
an attempt to get them to purchase more food. Other examples of products that are
upsold are warranties on electronics purchases, and the purchase of a carwash
after you purchased gas at the gas station. As a salesperson, the consultant may
be encouraged to "upsell" to the customer. This might mean suggesting an
additional night cream, for example, if the customer comes in to purchase a
daytime cream, or suggesting a second color of lipstick to go with a set of
eyeshadow. El up-selling consiste en la venta de un producto o servicio de gama
ms alta, es decir, la actualizacin del producto o servicio adaptndose a la nueva
realidad ms compleja del cliente.
Churn rate (sometimes called attrition rate), in its broadest sense, is a measure
of the number of individuals or items moving out of a collective group over a
specific period of time. It is one of two primary factors that determine the steadystate level of customers a business will support. A reduction or decrease in
numbers, size, or strength: Our club has had a high rate of attrition because so
many members have moved away.
Administracin basada en la relacin con los clientes. CRM es un modelo de
gestin de toda la organizacin, basada en la satisfaccin del cliente (u orientacin
al mercado segn otros autores). El concepto ms cercano es marketing
relacional (segn se usa en Espaa) y tiene mucha relacin con otros conceptos
como: clienting, marketing 1x1, marketing directo de base de datos, etc.
Software para la administracin de la relacin con los clientes. Sistemas
informticos de apoyo a la gestin de las relaciones con los clientes, a la venta y al
marketing. Dicho software puede comprender varias funcionalidades para
gestionar las ventas y los clientes de la empresa: automatizacin y promocin de
ventas, tecnologas data warehouse (almacn de datos) para agregar la
informacin transaccional y proporcionar capa de reporting, dashboards e
indicadores claves de negocio, funcionalidades para seguimiento de campaas de
marketing y gestin de oportunidades de negocio, capacidades predictivas y de

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ventas.