Does your organization have a team dedicated specifically to customer retention? If so, where does that team sit and how is it organized today?

We do not have a team specifically dedicated to customer retention, but we all bear some responsibility for it. Our leadership plays a key role in this. Being in a marketing position, it's crucial to maintain deep communication with different stakeholders so we all understand each other's objectives and programs. We work cross-functionally and strive to foster an inclusive and innovative culture. In the absence of a specific role for customer retention, open lines of communication,  cross-collaboration, and a mutual ownership and accountability are all vital.

In our organization, the responsibility for customer retention lies with all of our service teams. However, we are in the process of establishing a new role - Client Account Service Manager. This individual will be part of the service team but will not be a doer. Their primary responsibility will be organizing the client account aspect. We believe this role will be instrumental in customer retention as they will be on the lookout for potential attributes and signs that a client might be leaving.

We are also planning to conduct our first-ever client satisfaction survey this June. From this, we will establish a baseline and implement scoring that we believe will indicate a client's likelihood to leave, along with the NPS. We are not only interested in the detractors on the NPS but also want to delve deeper into aspects like dissatisfaction and specific comments. This will be done in conjunction with the Client Account Service Manager role.