All of the retention people have experience with business, but they place a higher emphasis on the client, they are more relationship-oriented people, oriented towards long-term results. Retention is a conservative department, we try to keep clients satisfied and educated. We give the acquisition salespeople feedback from clients, we are actually such business clairvoyants.
In addition, we look for as many ways as possible to work with the client’s potential, to come up with procedures to help the client. The common characteristics of all my colleagues are certainly consistency, a sense of order, a love of processes. They like peace, stability and a clearly defined agenda. What they definitely must have (and do have) are presentation skills and the ability to talk to everyone in the company, from the boss to the last person. Their strongest advantage is certainly the ability to sense the client’s needs.
How many of you work in the department altogether?
Currently 6, including one colleague on maternity leave, plus assistant Anička, who works for us at the university. But we would like to expand the team, brazil telegram data because thanks to our skilled acquisition department, we are quickly gaining new clients.
And when we mention the acquisition department, what kind of people are there?
Good question. The typology is actually completely opposite there, but they are also quite similar people: dominant, each is an original with a different superpower. For example, one of them focuses on winning key clients, has incredible knowledge about the application, his superpower is sales thanks to his knowledge. Another is a specialist in government contracts, a master of the business craft, one of the colleagues is an incredible hard worker, best practices for ecommerce navigation for 2024 and another colleague is top-notch in client presentations and networking. The Avengers.
Looking at it practically, what does a salesperson’s workday look like in retention?
First you clear what’s burning (laughs). No, seriously, the bulk of the work is customer care: retention, contract renewals, CRM administration, training, creating communication maps, onboarding – transferring clients from the acquisition department. They evaluate client satisfaction and monitor when who will renew their contract.
All colleagues also meet with clients regularly, turkey data provide training on new product features, or prepare VIP events for them.
Can you tell me how the rewards are set up?
The commission in retentions then depends on the specific work performed. Each of the colleagues is assigned clients who are closest to her profile. Some prefer to do administrative work, education and have a higher volume of smaller clients. Other colleagues are more of a shooter by nature and like to look for the potential of key clients.
Can you tell me what percentage of clients extend their contracts?
It varies from product to product. We have maintained good numbers in the long term. I wouldn’t go into it any further (laughs).