It's a well known fact that many companies focus on acquisition rather than retention. Logically, this is surprising as the cost of acquiring new customers far outweighs the cost of retaining existing ones. Sales and marketing teams tend to put their efforts into sales revenue rather looking at the bigger picture of total sales.

Surveys

Understanding your customers sentiment after a sale is key. Giving them the opportunity to comment on the product and delivery experience is vital to understand any shortcomings you might have.

Monitor and Track High Value Customers

Knowing when your customers are not buying from you is just as important as knowing when they are. Identify your high value customers based on loyalty and spend.

Keeping track of a customers buying cycle and predicating when a customer is likely to make a purchase is central to this approach. Set tolerance levels to notify account managers when a customer has not made a purchase at the expected time.