Customer Retention Toolkit

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Perform in depth quantitative and qualitative analyses to identify key trends, issues, and opportunities to optimize marketing spend, improve Customer Retention, increase product interaction, and Maximize Return on investment and profit.

More Uses of the Customer Retention Toolkit:

  • Serve as lead on retention projects that require project Requirements Gathering, documentation, reporting, financial exposure and consolidation (customer meetings, segment meetings, data and information validation).

  • Lead ongoing coaching and feedback to support the development of new skills, recognition of achievement, and suggestions for Performance Improvement.

  • Deliver Performance Reports to leadership, Sales, and Marketing departments with a focus on marketing investments, status of marketing initiatives, program ROI, lead acquisition, Customer Retention, and lead activity.

  • Be accountable for helping to develop and scale your Customer Onboarding Program to better service your customers and leading to healthier and happier customers.

  • Warrant that your organization establishes positive working relationships with internal and external customers by helping customers feel valued, appreciated, and involved in considerations and decisions.

  • Be accountable for executing paid Digital Marketing campaigns across platforms in order to drive new User Acquisition growth, increase Customer Retention and revenue.

  • Make sure that your corporation complies; analysis of the Customer Journey, identifying key touchpoints in the customers interaction with the brand to optimize Customer Retention and opportunities to reduce churn.

  • Organize: effectively use multiple systems to identify and communicate products that meet the customers needs, and resolve the customers problem in a productive manner.

  • Make sure that your operation builds and maintains professional relationships in order to enhance your reputation for professionalism and trustworthiness, and to foster Customer Retention.

  • Coordinate and follow up with other departments to ensure Problem Resolution, and work together with other Customer Service Team members to promote an environment of Customer Satisfaction.

  • Control: partner closely with Sales And Marketing to design new Service And Support offerings that drive incremental Revenue Streams and create a foundation of recurring revenue.

  • Set benchmarks and monitor performance around critical Customer Service performance indicators to maximize Customer Retention and minimize wait times.

  • Manage to clear and metric driven deliverables on a quarterly basis that showcase Customer Growth, trends, retention, and product/industry maturity.

  • Ensure you organize; build and sustain long lasting relationships with new and existing customers by communicating frequently with follow up mindful of Customer Retention.

  • Support the sales organization efforts in renewing and upgrading client contracts by engaging in the appropriate pre Sales Activities with customers.

  • Develop creative campaigns to drive brand growth, improve Lead Generation, and Customer Retention in partnership with Marketing Team members.

  • Oversee development and deployment by mobilizing a team dedicated to establishing effective customer facing retention programs in Business Sales.

  • Confirm your venture complies; partners effectively with the Service Team Management to ensure technical service work is completed in a reasonable timeframe and to the customers expectations.

  • Manage: partner with operations and it to develop and drive operational changes to support the scalability of your Customer Success programs.

  • Collaborate across your organization with Sales, Marketing, Product, Billing, Business Development, Design, and Development to address churn risks and increase Customer Retention and satisfaction.

  • Secure that your organization complies; as the quarterback and driver of account enablement, adoption, expansion, and local User Engagement, the Customer Success Team is directly impacting your rapid revenue growth and Customer Retention.

  • Ensure you build; lead explore, critique, forward ideas and work with the corporate office to implement improvements and directions to streamline actions for your organization.

  • Make sure that your team analyzes Operational Processes, escalation procedures and performs training needs assessments for identifying opportunities for Service Delivery improvements and value add to the customer/clients.

  • Establish: plan, build, and execute scalable, predictable and repeatable lifecycle programs that achieve growth targets while improving Customer Retention.

  • Ensure you exceed; increased Customer Retention and lower churn rate, increased and faster Product Adoption, increased Customer Satisfaction and overall improved customer health scores.

  • Cultivate and nurture Customer Relationships with key advocates and decision makers by proactively conducting outbound calls to fully understand the processes and requirements, in order to provide outstanding Customer Service.

  • Establish and maintain open Lines Of Communication with key personnel in assigned accounts and escalate issues when Customer Satisfaction is jeopardized.

  • Support and execute Marketing Campaigns that drive revenue, increase Customer Retention and support other top level organization goals.

  • Manage to continually develop Customer Retention, Revenue Generation, and care programs in order to drive revenue and growth from your customer base.

  • Support sales and success team efforts in recognizing new leads and upsell opportunities while helping to encourage Customer Retention.


Save time, empower your teams and effectively upgrade your processes with access to this practical Customer Retention Toolkit and guide. Address common challenges with best-practice templates, step-by-step Work Plans and maturity diagnostics for any Customer Retention related project.

Download the Toolkit and in Three Steps you will be guided from idea to implementation results.

The Toolkit contains the following practical and powerful enablers with new and updated Customer Retention specific requirements:

STEP 1: Get your bearings

Start with...

  • The latest quick edition of the Customer Retention Self Assessment book in PDF containing 49 requirements to perform a quickscan, get an overview and share with stakeholders.

Organized in a Data Driven improvement cycle RDMAICS (Recognize, Define, Measure, Analyze, Improve, Control and Sustain), check the…

  • Example pre-filled Self-Assessment Excel Dashboard to get familiar with results generation

Then find your goals...

STEP 2: Set concrete goals, tasks, dates and numbers you can track

Featuring 999 new and updated case-based questions, organized into seven core areas of Process Design, this Self-Assessment will help you identify areas in which Customer Retention improvements can be made.

Examples; 10 of the 999 standard requirements:

  1. What were the criteria for evaluating a Customer Retention pilot?

  2. Who makes the Customer Retention decisions in your organization?

  3. How do you measure risk?

  4. What are predictive Customer Retention analytics?

  5. How do you build the right business case?

  6. Do you all define Customer Retention in the same way?

  7. What drives O&M cost?

  8. How are Customer Retention risks managed?

  9. Have the concerns of stakeholders to help identify and define potential barriers been obtained and analyzed?

  10. Is Customer Retention dependent on the successful delivery of a current project?

Complete the self assessment, on your own or with a team in a workshop setting. Use the workbook together with the self assessment requirements spreadsheet:

  • The workbook is the latest in-depth complete edition of the Customer Retention book in PDF containing 994 requirements, which criteria correspond to the criteria in...

Your Customer Retention self-assessment dashboard which gives you your dynamically prioritized projects-ready tool and shows your organization exactly what to do next:

  • The Self-Assessment Excel Dashboard; with the Customer Retention Self-Assessment and Scorecard you will develop a clear picture of which Customer Retention areas need attention, which requirements you should focus on and who will be responsible for them:

    • Shows your organization instant insight in areas for improvement: Auto generates reports, radar chart for maturity assessment, insights per process and participant and bespoke, ready to use, RACI Matrix
    • Gives you a professional Dashboard to guide and perform a thorough Customer Retention Self-Assessment
    • Is secure: Ensures offline Data Protection of your Self-Assessment results
    • Dynamically prioritized projects-ready RACI Matrix shows your organization exactly what to do next:


STEP 3: Implement, Track, follow up and revise strategy

The outcomes of STEP 2, the self assessment, are the inputs for STEP 3; Start and manage Customer Retention projects with the 62 implementation resources:

  • 62 step-by-step Customer Retention Project Management Form Templates covering over 1500 Customer Retention project requirements and success criteria:

Examples; 10 of the check box criteria:

  1. Cost Management Plan: Eac -estimate at completion, what is the total job expected to cost?

  2. Activity Cost Estimates: In which phase of the Acquisition Process cycle does source qualifications reside?

  3. Project Scope Statement: Will all Customer Retention project issues be unconditionally tracked through the Issue Resolution process?

  4. Closing Process Group: Did the Customer Retention Project Team have enough people to execute the Customer Retention Project Plan?

  5. Source Selection Criteria: What are the guidelines regarding award without considerations?

  6. Scope Management Plan: Are Corrective Actions taken when actual results are substantially different from detailed Customer Retention Project Plan (variances)?

  7. Initiating Process Group: During which stage of Risk planning are risks prioritized based on probability and impact?

  8. Cost Management Plan: Is your organization certified as a supplier, wholesaler, regular dealer, or manufacturer of corresponding products/supplies?

  9. Procurement Audit: Was a formal review of tenders received undertaken?

  10. Activity Cost Estimates: What procedures are put in place regarding bidding and cost comparisons, if any?

Step-by-step and complete Customer Retention Project Management Forms and Templates including check box criteria and templates.

1.0 Initiating Process Group:

2.0 Planning Process Group:

3.0 Executing Process Group:

  • 3.1 Team Member Status Report
  • 3.2 Change Request
  • 3.3 Change Log
  • 3.4 Decision Log
  • 3.5 Quality Audit
  • 3.6 Team Directory
  • 3.7 Team Operating Agreement
  • 3.8 Team Performance Assessment
  • 3.9 Team Member Performance Assessment
  • 3.10 Issue Log

4.0 Monitoring and Controlling Process Group:

  • 4.1 Customer Retention project Performance Report
  • 4.2 Variance Analysis
  • 4.3 Earned Value Status
  • 4.4 Risk Audit
  • 4.5 Contractor Status Report
  • 4.6 Formal Acceptance

5.0 Closing Process Group:

  • 5.1 Procurement Audit
  • 5.2 Contract Close-Out
  • 5.3 Customer Retention project or Phase Close-Out
  • 5.4 Lessons Learned



With this Three Step process you will have all the tools you need for any Customer Retention project with this in-depth Customer Retention Toolkit.

In using the Toolkit you will be better able to:

  • Diagnose Customer Retention projects, initiatives, organizations, businesses and processes using accepted diagnostic standards and practices
  • Implement evidence-based Best Practice strategies aligned with overall goals
  • Integrate recent advances in Customer Retention and put Process Design strategies into practice according to Best Practice guidelines

Defining, designing, creating, and implementing a process to solve a business challenge or meet a business objective is the most valuable role; In EVERY company, organization and department.

Unless you are talking a one-time, single-use project within a business, there should be a process. Whether that process is managed and implemented by humans, AI, or a combination of the two, it needs to be designed by someone with a complex enough perspective to ask the right questions. Someone capable of asking the right questions and step back and say, 'What are we really trying to accomplish here? And is there a different way to look at it?'

This Toolkit empowers people to do just that - whether their title is entrepreneur, manager, consultant, (Vice-)President, CxO etc... - they are the people who rule the future. They are the person who asks the right questions to make Customer Retention investments work better.

This Customer Retention All-Inclusive Toolkit enables You to be that person.


Includes lifetime updates

Every self assessment comes with Lifetime Updates and Lifetime Free Updated Books. Lifetime Updates is an industry-first feature which allows you to receive verified self assessment updates, ensuring you always have the most accurate information at your fingertips.