Customer Retention Management (CRM)

Our customer retention management systems help you maximize customer revenue while reducing churn with custom approaches to relationship management. We even extensively train agents on your brand and offerings – as well as conversational nuance – for the greatest customer satisfaction.

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What Is Customer Retention Management (CRM)?

CRM is the process of improving the customer experience through a series of tactics to optimally engage the customer throughout their life cycle, ultimately resulting in an increased lifetime value. Conduent’s customer retention system offers a unique mix of services which allow you to select a custom approach for your customer retention strategy. Learn more about our services.

CRM Offerings

  • Consulting and Analytics Services
  • Up-sell and Cross-sell Activities
  • Loyalty
  • Customer Retention and Increased Lifetime Value
  • Social Media Strategy
  • Consistent Omnichannel Care
  • Promotions

Why Clients Choose Us

It’s easy to see why our CRM offerings outshine the competition:

The right blend of engagement

  • Handles contacts correctly the first time.
  • Delivers the most suitable messaging and/or commercial propositions.
  • Improves the propensity to retain customers and boost lifetime value.
  • Ensures successful interactions across multiple channels.

Extensive knowledge helps us

  • Train agents on your specific brand/offerings.
  • Sense and respond to nuances in interactions for greater levels of customer satisfaction.
  • Understand when to call, when not to call, tone of voice, and optimal time of day and method of contact.

Predictive analysis

  • Use of existing customer information allows agents to proactively turn potentially bad situations into up-sell, cross-sell or promotional opportunities.
  • Seeks enriched information for the next stages of the customer lifecycle.

CRM: Quantifiable Results

Our clients have experienced significant benefits using our CRM offerings, including:

  • 20% increase in average revenue per user through up-sell of options.
  • 10% churn reduction by offering discounts for extended contract terms.
  • 25% increase in customer satisfaction by repositioning customers on the right plan for them.

Customer Experience

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