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CRM PROCEDURES 1. Setting up a customer 4. Customer preservation 91 // 98

2. Customer retention procedure
3. Procedure for customer

preservation

05/3 PROCEDURE FOR CUSTOMER PRESERVATION - 05/4 CUSTOMER RETENTION PROCEDURE

TRACKING AND CONTROLS

Imperative to use a systematic method: 1. A customer will be defined

as a “new customer” during

1. Monitor and inspect the quality of the first three months of

product preparation at the point of sale activity.

(re: field audit). 1. Keep close contact with the client in

order to consult, listen to complaints, 2. At any point that we

2. Check the POS material is visible and in review pricing, promote additional recognize a customer

good working condition (Re: field audit). products and initiate ideas to help facing a problem, including

increase sales. dissatisfaction, the

3. Observe the operation and maintenance customer will be re-listed as

method of technical equipment (Re: 2. Being aware of a dissatisfied customer a “new customer” in order

field audit). during the first month of activity can to benefit from increased

remedy the situation and significantly service to troubleshoot the
reduce customer abandonment rates. problem.