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Win-Back Strategy It’s inevitable that you are going to lose customers, although this will occur with far less frequency as your loyalty management strategy gains traction. But instead of lamenting a customer defection, or a trend of failed new-account campaigns, Omega can help you devise effective, proactive strategies to successfully re-establish profitable relationships with former customers. In addition, we can help you uncover the thought process behind the buying decision so that your organization can proactively focus on the areas below that will allow you to beat the competition
Omega’s Win-Back Strategy Module concentrates on two major objectives: regaining business lost to competition, and developing a successful formula to recapture business lost during the sales cycle. Here’s how it works. First, the customer is informed that your company has engaged an independent firm (Omega) to review all aspects of doing business with your company, with the goal of better serving customers by improving your services. The information obtained in this research will attempt to identify “re-entry” opportunities; that is, lost customers who will come back if their issues are resolved. The information provides an insight as to why the competition was chosen over your company, as well as why you prevailed over your competitors. Further, it provides critical information necessary for recommending training and education, as well as the opportunity to improve your company’s overall sales performance. Omega's Lost Business Review Module is similar in objective to the Win-Back Strategy Module, but concentrates solely on why you lost business to your competition. The information obtained in this process shows how your prospects’ needs differ from one group or type to another, and provides insight as to why they selected a competitor instead of your company. This module is designed to uncover reasons behind the decision making process -- information that is highly instructive when used in future sales opportunities. The information obtained in this research will also attempt to identify “re-entry” opportunities. The Won Business Review Module concentrates on documenting the successful approach and formula used to capture business. As with the Win-Back and Lost Business Modules, your customers are informed that you have hired an independent firm (Omega) to review all aspects of doing business in the marketplace. The goal is to provide insight as to why your customers selected you over the competition. This module is designed to understand the rationale used in the decision making process, and to allow you to use this information in future sales opportunities. This module helps you:
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