Customer retention is not an ad-hoc activity and requires a carefully thought out strategy that is not only geared towards retaining your existing customers, but also takes into account the realities of your business – what you can do, what you cannot do, your business vision among other factors. If you do not have in-house capacity for the same, you could do well to hire a consultant to help you define a workable customer retention strategy.

Tips to find a customer retention consultant

Choosing a consultant is perhaps, the most important strategic decision you’ll need to take before defining your customer retention strategy. While there are several consultants out there, you’ll need to find someone who best meets your requirements. Here are a few tips.

Consult your network: Ask within your business network for any references – this way you could be reasonably certain to find references relevant to your business.

Check his/her CV: Make sure that the consultant you are considering has enough knowledge and experience to be able to help you define an effective customer retention strategy. Look for senior executives with experience in customer service and related activities. Also check the potential consultant’s affiliations and standing in the business community – quite often your consultant will be able to bring you good leads to expand your business.

Arrange a meeting: Make sure you meet the potential consultant in person before hiring him/her. Make sure that both of you have a common shared understanding of what needs be done to define an effective strategy to help you retain customers.