- Box or Bespoke CRM
- Excel Customer Contract Sheet combined with Outlook Calendar
- Simple, effective proactive steps for the size and scope of your business.
Retention management is based on the relationship foundation. Emotion drives decisions more than ever. Build it into your initial pitch and be adaptable to need throughout the contract.
Business needs, your contacts and people’s attitudes to relationships change. Don’t be afraid to ask questions, even to your oldest clients.
When you retain, make sure you refresh their preferences on contact method and billing/tariff review. Assumption blindsides even the best relationships.
Focus on simple, proactive processes rather than extensive options that over complicate solutions.
How are your processes best in class?
What end to end plan do you have for customers?
When it doesn’t go right, do you perform a root cause analysis?
What kind of reviews will help you grow the customer with your business?
If churn is truly unavoidable, how easy do you make things for the customer?
Bespoke training and support for you, your staff on simple customer retention process. Brainstorming of plans and reviews of the procedure.
Reporting, funding requests and assistance to close the deals that retain your customers. Support with network lead CSI and any associated challenges.
Easy, informative documentation that is useful at every stage of the journey. Either used as a stock document or engineered with brainstorm support from Chess to hit the right note with your base.
Email – Retention@ChessPartner.co.uk
Telephone – 0208 793 8695
Desk Based Sales Team
Email – PartnerSales@ChessPartner.co.uk
Telephone – 0330 102 5627
General CX, Contact Strategy & Retention Planning Queries
Hollie Jervis – Customer Experience Leader
Email – HollieJervis@ChessPartner.co.uk
Telephone – 07775908228