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Customer Development
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Software Developer
This client develops, markets, and supports high-quality desktop and Internet applications for engineers and chemists. The principal product is a software suite that integrates chemical structure drawing, molecular modeling and analysis, and chemical information management. Customers include chemical, pharmaceutical, biotechnology, and petroleum companies, as well as government and educational institutions.

Challenge:
Despite working with outsourcing firms to handle inbound sales calls, sales were flat and the sales conversion rate was limping along at about 19%. Cerida was brought in to increase the conversion rate by cross-selling and up-selling the client’s existing customers.

Solution:
Cerida developed a mix of inbound up-selling and cross-selling approaches. As the project matured, a new model began to evolve, so Cerida added outbound telesales to increase cross-selling and up-selling opportunities. Ultimately, Cerida also took on inbound customer service and first-line technical support calls.

Results:
Cerida's effective support of customer development initiatives enabled Software Developer to gain:

2303
Number of Orders
$964
Average Order Size
$2.2 million
Revenue Generated




Case Studies:
Software Developer