All Posts Featured Finding, Acquiring, and Delighting Customers Social Business Avaya CIO cio collaboration network customer acquisition Customer Experience customer retention social business social crmThis post is on behalf of the CIO Collaboration Network and Avaya. During each interaction with a brand, organization, or institution, the person on the other end of the interaction has a perception of how things went. Over time, the accumulation of these touch points deepen the customer’s perception of the organization. It is the one thing that is nearly impossible to duplicate. MORE >>

What are your strategies for customer retention? Related posts: Performance Management Friday — Customer Retention/Customer Attrition. Business is tough everywhere. As sales professionals, we struggle to find business and meet our quotas. Losing business that you had previously won is tragic. Over the past couple of weeks, a couple of companies that I have done business with have lost mine–perhaps not forever, but as a potential buyer, I will be very cautious about doing business with them again. The first is one of our company’s banks. It didn’t arrive. MORE >>

'I wrote, Customer Retention-Different Approaches , the other day.  He reminded me of the terrible difficulty sales people have in retaining and growing business with existing customers, as well as the absence of customer retention strategies in many organizations. We hold sales responsible for customer retention.  We may measure them on retention, we may have goals for growing the business with our existing customers through cross sell, upsell, expanding our relationships. Account Where is the responsibility for customer retention?  Sales is tough enough.  MORE >>

This article answers common questions about affiliate fatigue and teaches you how to run retention campaigns that help affiliates spark sales, benefiting your bottom line and their affiliate business. In order to combat affiliate fatigue, every successful affiliate program must conduct a series of retention campaigns to maintain a close relationship with power affiliates and give them ways to sell actively. Knowing  what your top affiliates need from you will help prioritize ways to improve your program and retention campaigns. How do I craft retention campaigns? MORE >>

General Account Management Customer Retention Why We Lose CustomersIt’s interesting that we regularly read articles or comments about high levels of staff turnover, but it is very rare to discover any commentary about customer turnover – it is almost as if it is a taboo subject; that there is shame attached to it, an embarrassment. suppose it is an admission of failure. Here is a survey, which I have published before, but in the context of today’s commentary is worth highlighting again … Why customers changed supplier/vendor. Unhappy with service/product (18%). MORE >>