Rod Power and Laura Lees along with our experienced team of professionals are pleased to share with you our global learning's, case studies, important trends and tactics to achieving your true revenue potential. Our Presentation "Your fastest route to new business is the customer you already have", was presented at RadioDays Europe, in Barcelona on Thursday 15th March 2012. For more information go to www.nrsmedia.com With over 20 years' experience, NRS Media provides powerful and proven sales solutions and strategic plans that have been successfully implemented in 31 countries for over 400 media organisations worldwide.

1. Your fastest route to new business is
the customer you already have!
Rod Power & Laura Lees, NRS Media

2. NRS Media Profiler®
What if we could
predict the likelihood
of advertising in a
given medium?
Developed by global
survey of local direct
advertisers

3. NRS Media Profiler®
Saves time in qualifying
Short-cut to a CPA
Advertising predictor and
proposal generator
Improves attendance and
closing ratios

4. Want better understanding
62%
Source Profiler™ research 40 Media 2011 60 countries surveyed
10 20 30 NRS 50 –5 70 80 90 100

5. Perception that their sales person does not understand
their advertising
68%
Source Profiler™ research 40 Media 2011 60 countries surveyed
10 20 30 NRS 50 –5 70 80 90 100

6. Perception of results is what matters
Customer service is the biggest driver
What is your servicing strategy?

7. What Customer Service is worth
Step 1: What losing clients is costing you
a) Your local direct advertising budget €2,000,000
b) Your current local direct attrition rate as a % 30%
c) Multiply (a) x (b) to give minimum new business target €600,000
Step 2: How much you could save
d) Divide attrition figure (b) in half 15%
e) Multiply by your local direct budget (a) €300,000
Step 3: How much you could add with better up-sell
f) Multiply (c) by 15% €90,000
Step 4: Total Revenue you can add
d) Add (e) and (f) together €390,000

8. NRS Media’s Client Services
Laura Lees, Client Services Director

9. FINDING #1: The skills required to
win are completely different to
those needed to keep and grow.

10. FINDING #2: There is no structure to
the client service process.
• Framing up service call
• Documentation or guides

11. FINDING #3: Lack of sophisticated
questioning techniques
• How’s Business?
• How is everything going?
• Are you happy?

12. FINDING #4: No one understands
the client’s expectations
Challenges:
• Keeping them
• Managing unrealistic
expectations

13. FINDING #5: No emphasis is placed
on Up-sell
You can only manage
what you measure

14. FACT #6: There’s a willingness to
learn

15. Recommendations
• Training to up-skill
• Client Service material
• Dual Calling – on going support
• Tracking/monitoring/evaluating systems
• Up-Sell strategies

16. Client Service:
It won’t fix itself

17. Questions?

18. For more information
• Give us your business card
• Visit us today at our stand
• Visit our website www.nrsmedia.com

19. Thank You