Studies show that average companies tend to lose 50% of their customers within 5 years? We call this customer churn, for short.  By contrast, the best companies do a much better job at customer retention.
 
Do you know how well your company currently does at customer retention? If not, make this your first action. You should gather data in two areas. First, what is the overall level of customer retention and customer attrition?  If you don’t know this information, how can you assess if you are improving?

Second, to what extent do these metrics vary by individual salesperson and/or customer support personnel? The latter data will allow you to identify the employees who are naturally doing a good job at customer retention. You can use them to develop a list of best practices that everyone should follow. 

What Do You Think?
STAR can provide coaching and consultation on how you can gather data on your customer churn and what you should be doing with this type of information.