Departed Client Analysis
If you don't learn from history, you are destined to repeat it. Gaining a factual understanding of the reasons that clients depart is essential to preventing future defections.
This customized research program provides insights into the reasons that clients leave and the actions needed to avoid similar departures in the future. More specific key benefits include the following:
- Understand the true reasons why certain clients depart, in order to learn from mistakes and maximize client retention.
- Understand
how the reasons for client departures differ by size, length of
relationship, product utilization, service delivery
structure/personnel and other segmentation variables.
- Identify which competitors were selected, and specific reasons for their selection, to determine relative strengths and
weaknesses and to develop customized strategies for competing with each firm.
- Formalize the procedure for identifying and escalating "problem" situations at an early stage, thereby enabling senior
management to respond in time to save these relationships.