Customer Retention Profile – CRP®
Customer retention strategies are paramount to reduction defection risks with B2B service businesses. Whilst many businesses ‘think’ they are customer centric, most are not. Customer centric means that the whole organisation is aware of the needs and expectations of each customer, not just the account or contract manager. The primary cause of loss of customers or contracts – aside from price – is inconsistent service and poor treatment from ‘other business units – silo’s’.
Eradication of silo’s is all about communication. If people in ‘silo’s’ understanding of customers needs is lacking, then current communication is missing the mark. The Customer Orientation Profile COP® transforms your people awareness and understanding of your customers needs radically reducing retention risks.