By taking forward a client retention and acquisition survey, we believe that there can be benefits all round – for your existing customers, for your strategy for acquiring new clients, and for the management of your business. Here are a few of these benefits.

For existing clients

• Demonstrates a clear commitment to managing and developing your relationship with the clients
  
• Demonstrates intention to provide added value to clients
  
• Provides assessment of issues, processes, actions and behaviours which impact on client service and experience
  
• Offers understanding of clients’ concerns and issues impacting on their businesses

For potential prospects

• Provides valuable data for branding and marketing plans
  
• Provides opportunity to streamline business processes to aid retention of different customers and client clusters
  
• Develops new marketing mix, closely driven by sales calls
  

For your business

• Develops an overall process map of how you interact with existing and new clients
  
• Reveals why clients engaged with your business
  
• Encourages a more client-focused culture which is highly performance driven
  
• Highlights perceptions of the company and its quality of work and communications
  
• Sets up team standards of behaviour focused on delivering to the client and supporting the best interests of the firm