Author: Dave Glantz, Director of Research Services, Market Connections, Inc.
We all know the maxim that it’s far more expensive to get new business than retain existing contracts. In today’s environment of cutbacks and tighter budgets, it’s more important than ever to not leave the health of your existing accounts to chance, and to do all in your power to protect your contract base.
Most companies’ sales and BD teams keep in close touch with their government agency or private sector clients to ensure the relationship and deliverables are on the right track. This is certainly important, but it may not tell you the whole story – because it often is the case that your customers will tell a stranger things they would never tell you directly, in order to avoid the discomfort of giving you direct criticism.
Rather, a systematic evaluation of how well you are meeting and exceeding customer expectations, conducted by a neutral third-party research firm, will provide a more objective and accurate picture of the state of your contract. In fact, 100 percent of the time our clients learn something they were not aware of when we start conducting these assessments for them.
Check out the full article for more insights into how to keep from losing government customers in today’s austere climate.