MCCC Small Business Co-Chair Greg Knoop welcomed Jeremy Williams, President and CEO, i3 Design and Consulting LLC to speak about Customer Retention Strategies.
He began with a sobering statistic: 40% is the re-compete win rate for government contractors. The relationship with the customer is the #1 factor in retaining business. It is critical to create a strategy with milestone “touchpoints” that focus on the relationship. It is important to document and deliver discriminators valued by the customer. In this way, contractors can shape the proposals. Surveys are important, but essential questions should be considered: Would the customer recommend you? What is one thing you can do better? Always be ready to win the work at any time. It is less costly for a business to retain customers than to find new ones.