Can you tell me how the rewards are set up?
Posted: Thu Feb 13, 2025 9:43 am
Looking at it practically, what does a salesperson's workday look like in retention?
First you clear what's burning (laughs). No, seriously, the bulk of the work is customer care: retention, contract renewals, CRM administration, training, creating communication maps, onboarding - transferring clients from the acquisition department. However, most activities are planned, such as regular follow-ups after 3 months of use. Colleagues find out how applications are used in companies and look for additional potential. They evaluate client satisfaction and monitor when who will renew their contract.
All colleagues also meet with clients regularly, provide training on new product features, or prepare VIP events for them.
In general, it can be said that this is a very individual matter. The fix is logically higher than for an acquisition salesperson, who is evaluated more according to how many leads they catch. The commission in retentions then depends on the specific work performed. Each of the colleagues is assigned clients who are closest to her profile. Some prefer to do administrative work, education and have a higher volume loan database of smaller clients. Other colleagues are more of a shooter by nature and like to look for the potential of key clients.
Can you tell me what percentage of clients extend their contracts?
It varies from product to product. We have maintained good numbers in the long term. I wouldn't go into it any further (laughs).
What do you struggle with the most and where do you see problems?
The biggest pain that happens every now and then is a product that is oversold. It is rarely a technical problem. For us, the symbiosis of the acquisition and retention departments is important so that the communication strategy towards clients is aligned.
First you clear what's burning (laughs). No, seriously, the bulk of the work is customer care: retention, contract renewals, CRM administration, training, creating communication maps, onboarding - transferring clients from the acquisition department. However, most activities are planned, such as regular follow-ups after 3 months of use. Colleagues find out how applications are used in companies and look for additional potential. They evaluate client satisfaction and monitor when who will renew their contract.
All colleagues also meet with clients regularly, provide training on new product features, or prepare VIP events for them.
In general, it can be said that this is a very individual matter. The fix is logically higher than for an acquisition salesperson, who is evaluated more according to how many leads they catch. The commission in retentions then depends on the specific work performed. Each of the colleagues is assigned clients who are closest to her profile. Some prefer to do administrative work, education and have a higher volume loan database of smaller clients. Other colleagues are more of a shooter by nature and like to look for the potential of key clients.
Can you tell me what percentage of clients extend their contracts?
It varies from product to product. We have maintained good numbers in the long term. I wouldn't go into it any further (laughs).
What do you struggle with the most and where do you see problems?
The biggest pain that happens every now and then is a product that is oversold. It is rarely a technical problem. For us, the symbiosis of the acquisition and retention departments is important so that the communication strategy towards clients is aligned.