Retention is an ongoing process that focuses on maintaining a strong relationship with your customers, ensuring their continued satisfaction, and identifying opportunities for growth and expansion.
Once a product has been successfully onboarded, it moves to the retention stage.
This transition signifies that the initial setup, configuration, and training have been completed, and the customer is now actively using your product or service.
In some cases products can skip onboarding and go directly to retention.
Similar to onboarding groups, products in the retention stage are organized into retention groups.
Retention groups allow you to manage and monitor products based on their specific characteristics, such as the type of product, or the retention rep responsible for the customer relationship.
Each retention group is assigned a retention rep, who is responsible for maintaining the customer relationship, ensuring customer satisfaction, and identifying growth opportunities.
The retention rep acts as the primary point of contact for the customer and works closely with them to understand their evolving needs and provide ongoing support.
Throughout the retention stage, it’s crucial to regularly monitor customer satisfaction.
This involves tracking key metrics such as product usage, happiness, and support ticket volume. By proactively monitoring customer satisfaction, you can identify potential issues or risks early on and take appropriate actions to address them before they escalate.
If a customer encounters challenges or issues during the retention stage, you have the option to recycle the product or move it to the ineligible stage.
Recycling a product means sending it back to the onboarding stage for further training or configuration, while moving it to ineligible indicates that the product is no longer suitable for retention due to reasons such as contract termination or customer churn.
At any point during the retention stage, you can easily access and view the original deal that the product came from.
This allows you to refer back to the deal details, customer information, and any specific requirements or agreements made during the sales process.