Customer Health
& Retention
​For IT vendors, having a good understanding of customer sentiment and satisfaction can be the difference between being in business and being out of business.
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Our Customer Health and Retention services offer a range of different approaches to ultimately uncover any customer issues and fix them before contracts lapse or are canceled.
From our Customer Success Check-ups to the Renewal 360, and Customer Relationship Health Checks - our aim is to help to keep the show on the road.
Services
Customer Success
Check-up
The Customer Success Check-up is a small packaged service designed to assess the temperature of key customers and their experience with a given product or service. Working with Customer Success leaders, the check-up service can be performed on just one account, but it tends to assess a number of customers each quarter to ensure that the Customer Success and Support teams are providing the expected level of service.
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The report output includes a range of key information that will be important for both the customer and vendor teams to improve visibility of issues and drive further adoption. We also provide a separate report for the vendor with our thoughts and opinions on the health of the account.
Renewal and Retention
Winning new clients and revenue streams is fantastic - but it is not more important than existing clients renewing and expanding their contracts. A major customer loss can have a devastating consequence on a company's P&L.
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Viewpoint Analysis is uniquely placed to help IT vendors increase their renewals and retention performance, and at the same time, improve the customer's experience. One cannot happen without the other.
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Through our Renewal Risk 360 Report and our Renewal Mediation services, we focus on providing an early warning of potential renewal loss and urgent action planning for terminal situations, respectively.
