The HotLine Magazine Archives
For The Profession of Cloud/SaaS Product Support

“It’s what you don’t know about your customer relationships that can cause you to lose them.”


In the crucial race to build market share for your SaaS/Cloud company, to find new customers and close them, it’s all too easy to fall into assumptions about what happens after the initial contract with a customer is signed.  It’s what you don’t know about your customer relationships that can cause you to lose them.  The unfortunate, and unnecessary, result is at best, unrealized profits; at worst, even damage to your brand.

A Foundation for Action

A Customer Retention QuickStat ™ is a fresh and independent view of your company’s strategy, process, organization and technology for retaining customer relationships and maximizing per-customer profitability.  It’s a rapid assessment of the current-state strengths and weaknesses of the income-stream connection with your customers.

Strategy:  What are the optimum customer profiles and engagement pattern-maps?  What percentage of your current customer base might be considerd at risk?  What are the possible departure drivers that might come into play?

Process: Where are the touch-points post-sale?  Which communication channels are used for what purpose?  At what intervals, and with what effects?

People:  Who is authentically responsible for maintaining and maximizing the customer relationships in your company?  What are the incentives, and where are they applied?

Technology:  What are your tools for understanding customer engagement and reacting to changes?

Conducted by a veteran industry analyst and management consultant, the QuickStat procedure includes two days of on-site interviews with the senior management team and key personnel, analysis of existing data and the methodology used to produce it.  A sampling of customers will also be interviewed.   Issues are assessed and prioritized.  Options are identified and evaluated.   The result is a written Report and an executive Briefing of findings and specific recommendations; a foundation for effective action.

To explore what a Customer Retention QuickStat could mean for your company, please join us for a complimentary Office Hours conversation.