“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.