The success of a B2B company hinges largely on strong client relationships, especially for a small or early stage company. Exceptional client service constitutes a core value for the business, and we always aim to become a trusted partner of our clients, rather than viewing ourselves as a vendor. We have been able to differentiate ourselves from the competition through strong relationships, and our level of service is one of the very reasons clients continue to work with us. The list below outlines what I believe it takes for companies to transition from a vendor consideration set to trusted partner.
- The phrase “it’s cheaper to keep ’em,” doesn’t apply just to spouses but to clients as well. Consider Bain & Co. research that found increasing customer retention rates by 5 percent boosted profits 25 to 95 percent.
- This is hardly surprising news, but what exactly can you do to nurture your personal relationship with clients so they stick around for the long haul?
- Perfecting the customer experience is one way. Nicholas J. Webb, a speaker, holder of more than 42 patents and longtime management consultant, has conducted extensive research on this topic.
“The initial interaction with your product, team or location. “Eighty percent of your client’s permanent impression of you comes from that first touch,” Webb says.”
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