The first step in the process of keeping your customers loyal to you is to measure the risk score of all of your customers and group them into segments defined primarily by those risk scores. From this segmentation and profiling, you can identify which customers need treatment to keep them in your active fold. The Customer Retention Profile assessment tool is designed to do exactly that. Use the link above to download a sample report from this tool.
The second step is to use up-sell and cross-sell probabilities to see which of your products and services should be appealing to each of the at-risk customers. Those are the products you should feature in step three, marketing campaigns to induce another purchase from them. The final step is automating the entire process with an early warning system that alerts you to customers crossing into an at-risk state and triggers a marketing offer to them. One of the videos outlines how to build such a system.
Finally, there is a link above to a comprehensive white paper covering most aspects of customer retention. After you read it, contact us to get started with your own Customer Retention Profile, free to qualified customers.