Summit Europe Sessions BCS and CES_Reading Customer Retention Signals

Reading Customer Retention Signals – Before It’s Too Late

Thursday 10 October 2019 | 15:15 - 15:55

Speaker(s):  Amy Bills, Monica Behncke

Syndicate(s): Track 7

Focus: Adopt, Operationalize

Priorities: Customer Lifecycle and Retention

Customer retention is a metric that matters from the front lines to the boardroom, and b-to-b organisations are prioritising the critical need to keep the customers they have. Growth from existing customers is a vital ingredient for financial growth and competitive advantage, while overemphasis on new customer acquisition at the expense of retention is a recipe for long-term failure.

This presentation will provide the following benefits for sales, marketing and product:

● Gain clarity on ideal approaches for efficiently and effectively improving customer retention

● Understand the SiriusDecisions Customer Retention Model, a best-in-class methodology for architecting and improving customer retention

● See best-practice examples of customer retention initiatives as well as potential missteps to avoid