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•	Service Due Reminders: Rick Damelian Group
•	Post-Service Follow-ups: Tony Leahey Motor Group
•	Patient Recalls: Elizabeth Plaza Dental Clinic

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Facts

Cause & effect - There are many reasons why a business may lose customers:

Customers disatisfaction
End of lifecycle
Switch to competitor
Natural attrition (e.g. relocation/death)

... but one of the most significant reasons identified by studies is the absence of a customer retention process.

Most businesses focus on customer acquisition, are not overly concerned about customer retention. But did you know that the cost of acquiring a new customer
is far greater than the cost of retaining an existing one?

Holistic Approach

Customer Retention is not just a marketing function. It also affects many organisational functions (e.g. Product / Service Offering Planning, Customer Service, Finance, Account Management).

When implementing a Customer Retention strategy, details of the strategy and its objectives need to be communicated to all employees. In particular, front-line staff need to be aware of the implications of losing customers.

Customer Retention Strategies

Several strategies can be implemented to improve customer retention. They include:

Deal with the preventable
Prolonging the customer lifecycle
Proactively preventing a switch to competitors

Creating Value

If planned and implemented properly, your business can benefit from Customer Retention processes in many ways.

Some proven benefits include:

Maintenance and improvement of market share
Continuous improvement
Increased revenue
Growth in goodwill