Do you want to know which of your current clients are most likely to leave?  Wouldn’t that help you to be more proactive in your retention efforts?  Instead of having to work so hard to retain all customers equally, wouldn’t it be much more efficient and effective to prioritize who to spend the most effort working to keep?  We hope your answers were yes, yes, and yes!

Using our At-risk Profiling methodology, CSS analyzes current and past client databases and compares characteristics of those customers that have been “lost” in prior years versus those that have been recurring customers.  CSS then determines which indicators had the highest correlation to non-retention.   This creates a Profile of those factors/characteristics that indicate risk.

Based on those factors identified as having the highest correlation to customer loss, CSS works with you to analyze all customer accounts in the current database.  By analyzing the current customer database in relation to the factors that correlate to lost business, you then have a list of current customers prioritized by their risk-level.

Once these at-risk customers (usually about 10-20% of the account base) are identified, you will implement a Targeted Retention Plan for just those customers.  The Targeted Retention Plan will be a combination of personalized messaging, personal contacts, and – if necessary – targeted offers directed at the at-risk customers.

Benefits

• Prioritized customer accounts based on analysis of historical drivers of non-retention.  Client staff are shown how to use results to focus more touches and more time consuming touches on customer accounts most at-risk.

• Identification of those customers most likely to have indicators that they will reduce or eliminate purchases so the client could be more targeted and proactive in its retention efforts.

• This should create a focus and efficiency in retention efforts by dedicating action plans to those customers with the greatest risk of loss.

• Reduced customer turnover.

• Increased sales.

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