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Customer retention

Some of you might ask yourself the question: "Do I really need professional customer retention? Or is it just another buzz word which costs me a lot of money and has little effect?"

Well, let me just ask you one question: "Who pays money for your service?"

The answer is of course: "Your customers. They think that your company, of all competitors offers the best service, is most reliable, and brings the most benefits."

That is why they trust you, why they give you their money, why they bet with you.

Without doubt, the aquisition of new customers is very important, but it is even more important to turn these new customers into loyal, long term customers. And this is exactly where customer retention comes on the radar. With a professional customer retention philosophy it is much easier to help smart shoppers to build a bond with your company, so that they want to stay with you in future (even if your competitors offering higher odds, bonuses etc.).

The basis of professional customer retention is the knowledge of your own customers. 2 questions are of special interest in this context:
  1. Who are your customers?
  2. What to they want from you?
The more you know about your customers and their expectations, the easier it is for your company to not only fullfill them, but to exceed them. In doing so your customers will be satisfied customers, and this is the key to customer retention.

If you require more information , I like to refer you to the Download section, where you can find white papers about various fields of customer retention.


 

 
   © 2009 by Beatrix Gruber •  beatrix.gruber@scibis.eu