Customer Reactivation
We call inactive and lost accounts, find out why they stopped buying, and re-open the conversation for your sales team.
Explore customer reactivationCustomer retention · U.S.-based callers
Customer Retention
Keep the customers you worked so hard to win.
Our agents make structured check-in, renewal and satisfaction calls to your customers, flag at-risk accounts early and find upsell and referral opportunities.
Discuss your campaignBuilt around your sales team
- Calls that listen, not just sell
- Paid for their time, not per meeting
- A test campaign before any commitment
- Full visibility, every day
Talk to a B2B sales specialist
Tell us about your goals. We’ll help you plan the right campaign.
U.S.-based callers · 20+ years in B2B sales
20+years putting U.S.-based B2B callers in front of decision-makers
About this service
Customer Retention
It Is True. 5% Retention Can Equal 25%-95% in Profit Growth
Did you know? Even a small increase in customer retention rates can substantially boost your profits. According to a Harvard Business School study, increasing customer retention rates by just 5% can grow your profits by an impressive 25-95%! Do you want to know more about how a customer retention program or campaign can help your business?
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Studies from the U.S. Small Business Administration and U.S. Chamber of Commerce found new customer acquisition can cost a company as much as 5 to 7 times more than simply retaining existing customers.
With numbers like these, developing sound customer retention strategies is one of the most important things your business can do. However, many companies focus more on acquiring customers, even though it requires a much greater investment. Why wouldn’t your company do both – work to retain current customers while putting forth a strong effort to acquire new customers? Keeping customers should be part of any company’s business strategy and marketing strategy!
One of the greatest components to the incredible achievements of companies like Amazon and Zappos is their ability to instill customer loyalty within their existing customers. Customer acquisition is important to them, but loyal customers are their “bread and butter”. Because customer loyalty and eliminating churn are priorities to smart companies like Amazon and Zappos, customer experience, customer satisfaction, and user experience are factors they plan for, in both their business strategy and marketing strategy.
B2B companies can follow this model of successful B2C companies who make happy customers, keeping customers, customers experience, customer support, and customer satisfaction a central focus to the way they do business.
Customer Retention
Intelemark Helps Companies Optimize Past Efforts and Current Customers
Once you invest the time and energy to bring in new customers, you want to keep them loyal to your brand. Intelemark’s Customer Retention will help you do just that. Our experienced team will work with you to develop customer retention strategies that strike the right balance between “before” and “after.” In other words, you don’t want to focus the majority of your effort on always soliciting new business. Although we help you acquire new customers, we’ll also work with you on customer and client retention to keep the ones you already have. It is absolutely a strategy your company should have in its toolbox. Repeat customers are far more cost-effective than always searching to increase your customer base only through new prospects who don’t already have knowledge about or a relationship with your company. Take the opportunity to capitalize on your past efforts and the hard work already done.
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To get started with Intelemark, we encourage you to examine your customer retention strategies, retention marketing plan, and messaging.
- What metrics do your currently use to determine the proper level of customer engagement with your customer base?
- Have you determined the customer lifetime value of a customer, which should inform the customer retention program necessary for success?
- Do you have a proper support team who manages customer relationships and/or the onboarding process for your products or services?
- How often does your company follow up with customers?
- Do you have the necessary loyalty programs in place for success in retaining customers?
- Do you have a proper support team to respond to questions or issues in real-time?
- Have you determined the proper period of time to follow-up with customers and start engaging them to renew their contracts with you?
- Have you determined the number of customers you must retain in order to eliminate the extra burden of additional customer acquisition needed to hit revenue targets?
- Have you determined the necessary team, customer loyalty perks, customer engagement and follow-up to meet customer expectations, enhancing your chances of retaining them as a customer?
- What metrics do you currently use to determine customer success of your clientele who utilize your products or services?
- Do you have new products that you can offer to your current customer base?
- While not technically customer retention but an extension of it, do you have a referral program, which will allow you to optimize the value of happy customers?
Customer Retention
More about Customer Retention
As you can see, customer retention is vital to every company’s success. It is a much less expensive, cost-effective way to grow revenue, productivity, and profitably. This service is in Intelemark’s wheelhouse and we can help!
Contact Intelemark today to learn how our customer retention services can create extraordinary customer experiences for your company while tremendously increasing your revenue.
Confidence in every conversation
Committed to quality.
Built on trust.
Our agents make structured check-in, renewal and satisfaction calls to your current customers, flag at-risk accounts early and identify upsell and referral opportunities.
Experienced people, representing your brand
U.S.-based callers learn your offer, your buyers and your qualification criteria before making the first call.
Awards & recognition
A commitment to service quality, customer experience and accountable campaign delivery.
Compliance & quality standards
Processes focused on data protection, quality assurance and the responsible handling of your customer relationships.
Certifications, awards & associations
Experience that shows
Why businesses choose Intelemark
Build a stronger pipeline.
Start with a conversation about your buyers and goals.
Where customer retention breaks down
The gaps costing you renewals.
- 01
Customers leave without complaining
Most customers don't warn you. By the time you notice, the renewal is gone.
- Structured check-ins on a schedule
- At-risk accounts flagged early
- Alerts routed to your account team
- 02
Renewals left to the last minute
If the first renewal conversation happens at contract end, you're already negotiating from behind.
- Calls timed to renewal dates
- Renewal opportunities passed to sales
- Objections reported before the deadline
- 03
Account managers stretched thin
Your account team can't call every customer every quarter. The smaller accounts go quiet first.
- Every account gets a call
- Your team focuses on top accounts
- Daily reporting on every conversation
- 04
Service problems you never hear about
Customers put up with a problem until they don't. Asking directly surfaces issues while you can still fix them.
- Satisfaction feedback in their words
- Service issues flagged for action
- Trends reported over time
- 05
Upsell and referrals left on the table
Happy customers are your best source of new revenue, but only if someone asks.
- New products offered to current customers
- Upsell opportunities flagged for sales
- Referral interest captured
- 06
Lost customers nobody follows up
When a customer does leave, the relationship doesn't have to end there.
- Reasons for loss captured
- Win-back calls to former accounts
- Customer data kept current
What Customer Retention delivers
90+in-depth surveys completed with hospital executives for a top-10 medical device maker, identifying critical service issues the client then fixed.
- At-risk account alerts
- Renewal and upsell opportunities
- Customer feedback reporting
How a Customer Retention engagement works
A test campaign first, so you see your real run rate before you scale.
- 1DiscoveryWeek 1We learn your offer, brand, buyers and market before the first call.
- 2Your criteriaWeek 1You define what qualified means. No one-size-fits-all script.
- 3Data & messagingWeek 2We clean your list or build one, and write talking points that protect your brand.
- 4Test campaign live≈ Day 14At least two dedicated callers establish your real run rate.
- 5Report & scaleThenDaily reporting and call recordings. We add callers once the numbers work.
Customer Retention built around your buyers
Companies with recurring revenue, account teams stretched thin and businesses heading into a renewal cycle.
Software & SaaSRenewal and satisfaction calls well ahead of every contract date.
Benefits & financial servicesCheck-ins that keep plan sponsors and clients renewing.
Healthcare suppliersService issues found and fixed before accounts walk.
Logistics & supply chainShippers asked how you're doing before a competitor asks them.
Agencies & marketing servicesClient check-ins that surface upsell and referral opportunities.
Included with every campaign
At least two dedicated callers, paid for their time, not per meeting.
Dedicated account manager
One accountable owner for your campaign, start to finish.
Data manager
We clean your list or build a fresh one before the first call.
Call notes & recordings
Hear exactly how we represent your brand on every call.
Daily reporting
Activity, conversations and meetings, reported from day one.
Discover our services
End-to-endB2B pipeline services
Customer Retention works best alongside the rest of our pipeline programs, all run by the same experienced, U.S.-based team.
Talk to an expertMarket Research & Surveys
Phone surveys that tell you what customers and prospects really think.
Explore this serviceSales Intelligence
Real conversations reveal which competitors your targets use, how satisfied they are, their contract timing and who decides.
Explore sales intelligenceInbound Lead Response
Professional answering and qualification of inbound inquiries under your brand.
Explore this serviceDatabase Cleanup
Phone-verified contacts, titles and emails imported straight into your CRM.
Explore this service
Industries
Callers who already speak your buyers’ language.
We assign a manager and calling team with experience in your industry, so from day one we hit the ground running.
Good questions. Clear answers.
Before we
make the first call.
What to know about customer retention, from qualification to campaign launch.
Satisfaction, upcoming renewals, open issues and new needs. You set the questions; we report every answer and flag at-risk accounts.
What clients say
An extension of their sales team.
Sales and marketing leaders on what it is like to work with our callers.
15+
appointments a week, more than their in-house reps
“Intelemark was consistently setting 15+ appointments per week for us, which by the way, is more than our most experienced in-house sales reps would be able to accomplish! And these meetings led to opportunities and closed revenue.”
Simply put, Intelemark has delivered for us. More appointments and more well-qualified leads. We tried other agencies – Intelemark outperformed all of them.
Chief Marketing OfficerIndustry leader in display and video conferencing solutions Before the first call was made, they made sure they understood our products inside and out so the call agents could speak knowledgeably about our products to prospects.
Jill R.Senior Account Executive, Bespoke Software Their proven ability to work with customized scripts, ask the right questions and provide meaningful feedback on call campaigns has resulted in many great opportunities.
EugeneVP of Sales, Medical Bill Review Services I can't thank you enough for this quick turn-around. Honestly your team was incredible. There is no doubt I will be utilizing you for this time and time again. Your team and the expertise and professionalism were very refreshing.
GregDirector, Customer Insights, Fortune 100 Global Healthcare Company
