Do you have a department or function whose responsibility it is to manage accounts and client relationships?  Is it structured effectively to be successful?  Is it efficient and systematic, using a proven method of developing relationships with clients to retain and grow with them?  How’s it working for you?

If you want to make sure you’re as effective and efficient as possible in your retention efforts, utilize CSS’ Customer Relationship Development consulting.  CSS will assess revenue performance, promotion/awareness techniques, and methods of tracking customer information and developing and growing relationships with customers.  We will evaluate key account management processes for standardization and effectiveness, to identify any significant areas of opportunity.  We will review the culture of the organization, including performing a small-scale Comparative Culture Assessment (CCA), where CSS interviews all levels of staff and management to gauge the customer and employee-orientation of the culture.

Then we will apply our proprietary Customer Relationship Development (CRD) Strategy to your organization.  The CRD Strategy enables you to systematically develop relationships with customers.  The client must first Know them, their preferences, expectations, business goals, use of services, and other important characteristics.

Next, the client must Communicate with their customers.  If 68% of lost business is due to perceived indifference, then much of what the client needs to do to maintain and grow relationships is to have ongoing interactions – touch points – with their customers.  They must be proactive in efforts to create an ongoing dialogue with customers to ensure that changing needs are identified, satisfaction levels are understood, and a feeling of interest in the customer imparted – even when the customer’s not working with the client on a high priority project.

To Keep its customers, the client needs to know why they would consider other vendors or services.   Once the client knows these key retention drivers, the organization can customize communications and service offerings to meet those expectations better and retain more customers.

By Growing with the customer, we mean that the customer utilizes additional services, uses higher-end services, and promotes the client to other customers.  Only then have you fully developed the long-term relationship that both the client and customer desire.

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