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Touch Point Planning
and System Development Helping You Stay in Contact with Customers |
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You don’t want your client relationship to go stale, for them to forget about you or believe you don’t care about them. To best develop relationships with and retain your customers, you need to touch them, proactively, with communications on an ongoing basis.Customer touches are part of the CSS Client Relationship Development (CRD) Methodology. CSS develops a sophisticated spreadsheet-based tracking system for managers to use to set Touchpoint goals for staff (what touches, how many, for which types of clients, and when they should occur throughout the year). The system is then given to the Sales/Service representatives to use in their Touchpoint scheduling and to document actual v. planned touches.As a complement to the Touch Point System, CSS also creates draft templates for the representatives to use in making the touches with their account holders. Our goal is to give the staff a starting point and structure (subject, greeting, body, closing, footer) for how to efficiently make personalized touches by starting with a standard template. They should have access to these and other templates to help expedite their touches.
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