Cause & Affect believes that companies are only as successful as their client relationships.
For too long, client surveys and annual reviews are used as means to an end, rather than using them as real business development tools. It’s not enough just to understand what your clients think, you need to turn this insight into real action which protects you from losing clients, helps you to evolve and empowers your employees to deliver to change.
These stats say it all:
According to the book Marketing Metrics: The probability of selling to an existing customer is 60 – 70% while the probability of selling to a new prospect is 5-20%
Through Cause & Affect’s work, 18% of those clients surveyed either are dissatisfied with agency or there are significant issues emerging on their accounts.
The key is to spot who they are early enough so you can do something about it before it’s too late.
Research suggests it costs five times as much to attract a new customer, than to keep an existing one.
On average Cause & Affects’s 360 process unlocks on average 12 cross sell leads per campaign. By understanding what matters most to clients and what services they are interested in from an innovation point of view, Cause & Affect focuses on the opportunities available for its clients to grow their business.
When we combine these insights with the costs to acquire new customers – introducing a customer growth programme in your professional services organisation is a no-brainer, it’s simply a great way of driving long term growth for your organisation.