Each of you have a goldmine for your company – your customers – but you need innovative and effective ways to grow your revenue with them, build loyalty, and reduce churn so they prosper with you during good and difficult economic times.

Recently I worked with a Company that provides Digital Document Management solutions. Over the past decade they did an excellent job selling and implementing these new customers. When I asked them about what they did to align with their customers’ goals, expand the solution and their services and create more value every year, they realized that they had deployed a reactive instead of proactive partner stance with their customers.

So instead, I helped them create and implement their Customers Reconnect Program. The amazing results were greater customer attachment and an increase of 25% growth in last year’s revenue from this initiative alone.

In this blog, I will cover the 4 parts of a Customer Reconnect Program and how I can help you think through and implement it for your Company.

• Help them realize the value from your services or solutions
• Get you stay strategically aligned with your customer’s goals
• Create a consistent and ongoing dialogue and engagement with key stakeholders
• Drive 25% or more revenue per year from your customers
• Eliminate churn or customer turnover

Assess

When you create a Customers Scorecard you can easily assess and score where you are with every customer. With you customer scorecard you can easily assess each customer and the “go forward” plan. We will review that scorecard with you and discuss how you help everyone become a tier1 customer. Here is an example of a customer scorecard that could be easily tailored to your needs.

Once you score each customer, you now have an objective assessment about where you have gaps or a low score and what actions you need to consider taking.

Reimagine

Most customers benefit from a fraction of the value that your service or solution can deliver today. 

Additionally, I have found that many companies could expand their service or solution to address more of the needs of your customer. This expands your “whole solution” and the revenue potential that you have with every customer.

Finally, if it has been a while since you last met with your customers, they may know who you were as opposed to who you are today. All of us are constantly reinventing ourselves and the value to our customers. This is an excellent opportunity to update your customers about the strategic value you can deliver to them.

Reconnect

You should consider meeting with your customer at least once a year to conduct a review or update with their management team.  You may hear this called a Quarterly or Annual Business Review, Health Check or what I prefer an Executive Performance Review (EPR).

I help my clients build out the framework for the EPR, set up the appointments for all of their customers and execute these strategic meetings flawlessly. The amazing thing is that these meetings always lead to customer expansion. At the lowest level it will lead to more training and migration work to take advantage of your latest version. At the highest level it will unlock new opportunities that you did not even know existed.

Renew

When you communicate with your customer every week and make them the hero you help them renew and expand your relationship.  Here I help my clients create and execute a consistent customer engagement track will enable customers to learn the best practices from each other, incorporate new capabilities you bring to market and build community.

This transformational Customer Reconnect Program awakens and ignites the full potential you and your customers have together.  Imagine how much more fulfilling your company will be when you reconnect with your customers to increase the value your deliver, the revenue you receive and their satisfaction. Make an appointment with me now do that we can discuss your needs and how a Customer Reconnect Program may be right for you.