What you need to know about TOP SECRET CPSD stuff

Over the next several months senior management has dedicated time, resources, and personnel to the launching of a newly refined CPS Design Department (CPSD is a department within our Marketing Division). The success of CPSD will rely heavily on the efforts of our Marketing, IT, Customer Care, and Accounting Divisions. Please read on to learn what you need to know.

CPSD has two goals: (1) To create new revenue streams by selling marked-up labels, film positives, and art design services, and (2) increase the "stickiness" of our site and service. Stickiness refers to our ability to gain and retain customers. If customers can source their lid, container, AND art design, AND label, AND films, AND label application from one place (ideally, us) then we are stickier (e.g. we can retain customers better because we have a full suite of products/services).

Goal 1: How will we generate more revenue? All Sales Reps, L2s and CSRs will increase these revenue streams by upselling. Upselling is the process of recommending add-on products or services to a customer. The classic upsell statement is, "Would you like fries with that?" This is not hard to do. We do this all the time (or should be). Would you like lids with that? Would you like to print/label your container?

All Sales Reps, L2s and CSRs need to upsell CPSD. This isn't optional, this isn't a fun little project that we're doing. We are adding a whole new department and series of products to what we offer the customer. We need each one of you to take responsibility and help make this work. Upsell in phone, chat, and email.

Goal 2: How will we become more sticky? As customers start to realize that they can get it all from CPS, they will find it harder to unstick and go somewhere else. Partnered with this one-stop shopping experience will be our happy, cheerful, proactive approach to customer support and a powerful tool built by Hewlett Packard. We have spent the last year in a top secret confidential partnership with HP, and we are getting close to launching the result of that partnership.

HP has created a tool that allows our customers to pick a container, pick a lid, upload their artwork, fill their container and then see from 6 different angles EXACTLY what their finished package will look like. Customers can then click "Add to Cart" and their entire project can be purchased: lids, containers, artwork, label application, etc. Reordering can be done in a couple of clicks. This, in addition to a website refresh, web ads, customer support training, and upselling will make us more sticky. There will be more information coming soon.

A.J. Is Gone. That dreaded day is here. From here on out, please refer all CPSD communication directly to Keith. A.J. has done a very good job of passing the torch to Keith, and Keith will be picking up with all of A.J.'s current and past clients. Feel free to pass customers on via soft phone transfer, HUD Chat, or email.