It’s not surprising the concept of customer retention has got business owners tied up in knots. We found out a few years ago that it costs five times more to acquire a new customer than it costs to retain an existing one. This means it’s likely to be far more lucrative for your business to invest in customer service than it is your sales team. With this in mind, is it time to look again at the post-sales service you offer your key customers?
According to a new Deloitte 2019 Future of Cyber survey, there are notable gaps in the ability of organisations to meet cybersecurity demands for the future. We’ve looked through the report and found some interesting facts for you to take along, to your next customer meeting.
Competition is tough, and it is getting tougher. Unless you are at a critical size to service everyone, it’s often recommended that you specialise. By vertical, functional process, or by technology. The fact is that even the biggest solution providers out there would probably benefit from some specialisation.
WHAT DOES IT TAKE?
Service reviews come in all shapes and sizes. From the non-existent to the quarterly extravaganzas. Finding the right balance of accountability and detail along with the right audience so you can get things done, is the key to customer success.