You put a lot of time and effort into acquiring your customers or clients. You developed a product or service, you identified ways of getting it in front of those who would potentially buy it. Your hard work and efforts paid off; you sold your goods or services.
As time goes along you increase your sale. You develop new customers and new markets for what you have to offer. As a result of your success, you broaden your offerings with new products and new services. You feel good about what you have done.
At the end of a month, you look at your business, preparing for the next month. You notice that your Gross Sales are down. You walk over to your head of sales and ask why. Your Sales Manager explains that they are selling a lot, so you begin to dig deeper. Your next stop is your Manager for Customer Service and Retention. They inform you that they are on target for upselling value added parts to the products and services that are being sold. Knowing that you haven’t answered the problem, you go back to your office and dig some more. As you review your sales you notice something. You aren’t getting enough repeat business.