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Customer Retention

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Customer Retention

Customer retention is one of the fundamental services we offer at Channel Blend. Customer retention is an important aspect of any business, and is important not only after the sale, but also through the entire sales process. At Channel Blend we offer customer retention services to both increase the number of sales, and maintain customer satisfaction afterward.

Sales Satisfaction Surveys

Even when a customer commits and completes a sale that does not necessarily mean that they are satisfied with every aspect of the sales process or that every question has been answered and resolved. By hosting a third party customer satisfaction survey post sale it is possible to uncover any hidden or unaddressed concerns. This allows our clients to revisit the customer and resolve these concerns to safeguard the sale and guarantee that the customer will not cancel the sale. Working together with the new customer sale satisfaction surveys act as the last window of opportunity for customers to voice concerns and provide valuable feedback that can increase the overall sales process and flow of any organization. Channel Blend partners with both our client and our clients’ customers to attain the best sales process and highest levels of satisfaction for everyone involved.

 

Satisfaction surveys are especially important when third party contractors are part of the sales process or fulfillment process. In some industries once a customer has agreed to services a third party is used to complete the transaction. In some instances the third party can jeopardize the sale and incur cancellations. It is important for our clients to know and understand exactly where in the fulfillment process the customer became dissatisfied and to know who is responsible and what happened to take appropriate steps to guarantee that it doesn’t recur and is properly addressed.

Retention after the sale

After the sale we perform basic customer retention and satisfaction duties. We will call the customer after they have completed the sale to ensure that they were satisfied with the product or service to which they committed. We perform static or dynamic scripted conversations targeted to resolve any lingering concerns while ensuring the integrity of the sales process. We know that it is important that customers are pleased with the sales process and the conversion to maintain a positive lifetime value of the customer while reducing attrition. The information that we gather from the customer is immediately turned over to our client for their consideration and attention.

Conclusion

After the sale we perform basic customer retention and satisfaction duties. We will call the customer after they have completed the sale to ensure that they were satisfied with the product or service to which they committed. We perform static or dynamic scripted conversations targeted to resolve any lingering concerns while ensuring the integrity of the sales process. We know that it is important that customers are pleased with the sales process and the conversion to maintain a positive lifetime value of the customer while reducing attrition. The information that we gather from the customer is immediately turned over to our client for their consideration and attention.

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