Customer Retention Measurement System
Customer Retention Matters
Most Retailers recognise the importance of retaining customers. The Automotive world is no different and holding onto customers and keeping them in our Brand is ever more important. The cost to acquire new customers dwarfs the cost of retention. Success in a market-place often hinges on returning customers. Often there is contact initiated by the retailer aimed at igniting an existing customer’s interest, a Retention Call. When this call goes well, business flows.
Introducing the NEW i-EnquirySuccess™ – Retention platform. This powerful tool tracks, measures, and analyses the telephone calls made by your business to your customer database.
The platform thoroughly reviews and scores these crucial calls, aimed at increasing customer retention and encouraging repurchase. It generates both simple and detailed reports on your team’s call handling, including retention analysis to assess how effectively these key contacts are managed.
By listening to and analysing conversations between your salespeople and existing aftersales customers, the platform provides valuable insights into how successful your business is at re-engaging customers. It also highlights areas for improvement, enabling you to adjust your approach for better results.
The retention call analysis is scored against a “best advice” matrix, giving you the ability to compare your business internally and against other dealers using the platform.
The platform generates detailed analysis by salesperson, aftersales team member, and site, providing insights into how many calls are being made, how well they are being handled, and how successful these calls are. This enables you to pinpoint areas where your sales or aftersales teams are excelling and where there’s potential for improvement, helping you optimise customer retention strategies for better outcomes.
Please take a look at some of the images and information, showing you how you can benefit from utilising the platform, to help drive your teams performance and consistency on these calls.
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CUSTOMER RETENTION MEASUREMENT SYSTEM
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