In this episode of The Kelly Roach Show, Kelly discusses the importance of increasing customer retention in order to maintain a steady stream of sales and revenue. She provides tips and strategies for improving customer retention, such as creating a personalized onboarding experience, customizing the product for each customer, and offering quick wins in the first 30 days.
She also emphasizes the need to continually track and celebrate customer progress to prevent them from disengaging. You should always have a plan in place to retain customers beyond their initial contract period, such as offering advanced tiers or maintenance programs.
Also in this episode:
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Increasing customer retention reduces the number of sales needed to reach business goals.
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The onboarding process is crucial for customer retention, as it determines whether or not someone will renew with you.
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Customizing the customer's experience and providing a quick win in the first 30 days are important for retention.
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Holding up a mirror to the customer's progress and wins helps them see the value of staying with your business.
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Having a next steps conversation with clients and offering options for continued engagement encourages them to stay.
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