By Wendy James, Managing Editor Business and Technology 360

It takes a lot to win customers. In many cases, the investment can be significant. Prospects must be found. Needs must be discovered. Confidence must be earned. Commitments must be delivered on. All these things, take time and money. So once successful in winning over new customers, it becomes imperative to keep them over the long term, in order to build a profitable relationship with them.

And it’s not just those directly involved with the sales or customer service efforts that have key roles to play in customer retention. It’s the coordinated actions of your firm as a whole, that determine what kind of overall customer experience gets delivered, and therefore how likely your customers are to stay and keep doing business with you. (more…)