What are some of the best customer retention techniques that you're seen or used yourself?
From my perspective, its honest account management -- nobody's perfect, we all make mistakes and we own up to them. Pay attention to your clients and listen to what they say and what they don't say. Retention is all about the relationship that you have with your client and how you manage that relationship on a daily, weekly, monthly and annual basis. Maintain communication with your clients through phone calls, email, new literature and so on. Let them know when you have new ideas or solutions available that can help their business. It is not rocket science, just good business sense.
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This was first published in July 2008