Four Key Customer Retention Indicators™ form the foundation of the Customer Care & Retention Baseline™ (CCR BASELINE™) Solution .
The key metrics are:
- Business Retention Index™ – A measure of likely customer retention which strongly correlates with renewal or repurchase behavior.
- Business Essentials Index™ – A measure of the seven essential elements of B2B service ― the fundamentals for every B2B company.
- Problem Experience Profile™ – Shows you where customers experience problems doing business with you and how well your organization resolves problems.
- Customer Advocacy Zone™ – Indicates whether your customers will encourage or discourage others from doing business with you, and why.
We collect customer feedback via an on-line questionnaire which minimizes the labor component compared to our other customer or client retention programs.
The Priority Action Report™ generated for every participant displays the customer feedback, our Key Customer Retention Indicators™, the Urgency of Action required and the actions to take for this individual.
Equipped with this prescription, and the ability to apply The Platinum Rule®, your team can act quickly. They can capitalize on opportunities to expand your services, leverage referrals and remedy discontent for individual contacts.
Daily updates are delivered through the Action Plan Tracker™ to remind your team to follow-up.
Our Comprehensive Summary Report provides guidance for improvements across your organization to better serve customers.
The participation rate for the CCR BASELINE™ is about 20%, meaning you receive feedback from one in five of your customer contacts.
Our clients often upgrade to the CCR PLUS™ Solution in order to capture even greater depth of feedback from more of their customers.