The client retention process forms the bedrock of our account management process. It’s been a critical component in establishing a culture puts customers first and has resulted in the industry’s best customer retention rate.
We were Tenacity's first client. For over twenty-five years their processes have allowed us to gain insights into our client's expectations and perceptions that we wouldn't have gotten otherwise. We consider them an invaluable resource and intend to remain a client for life.
One of the risks for any company is that when things are going well and no one is complaining, it's too easy to allow yourself to get focused on something else. This type of client intervention refocuses us back on clients. That is the absolute best thing you can have happen in the marketplace… because they will help you sell new clients.
(This process) has caught the attention of several major firms in the outsourcing industry. In this age, the idea of a process or system that results in clients who continue for years and years is captivating.
As an added note -- in my close to 30 years of business leadership, I have been involved with many customer retention initiatives. This is, without doubt, not only the best, but quite literally the only effective end to end approach I have ever seen.