Solutions · 01

Keep more of the customers you've already earned.

Technology that strengthens the customer relationship after the sale — engagement platforms, portals, lifecycle automation and the retention workflows that keep a company present between transactions.

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The business challenge

These are the conditions this solution family exists to address. Most are visible in the operation long before they are visible in the financials.

Customer churn that is visible only after the customer is already gone
A customer experience that is disconnected across systems and touchpoints
Inconsistent follow-up that depends on who happens to remember
Limited visibility into customer status, history and health
Weak or absent re-engagement once a customer goes quiet
Customer data fragmented across CRM, billing, support and marketing systems
Retention work performed manually, and therefore performed unevenly

The Ledbetter approach

How the work proceeds within this family, inside the broader Ledbetter Method.

Step 01
Map the customer lifecycle as it actually runs today, stage by stage
Step 02
Locate the points where the relationship weakens, stalls or goes silent
Step 03
Design the engagement, communication and service workflows that hold it
Step 04
Build and integrate the technology that executes those workflows consistently
Step 05
Instrument retention so the business can see it move

What we deliver

Specific, scopeable work product. An engagement may include any combination of these.

Customer Lifecycle Assessment
Customer Journey Mapping
Customer Retention Strategy
Customer Engagement Platforms
Customer Portals
Lifecycle Automation
Re-engagement Workflows
Retention Dashboards
CRM Optimization
Customer Communication Systems

Technology applications

What gets designed, developed, configured or integrated — selected against the outcome, not against a vendor list.

Customer engagement platforms
Loyalty and membership systems
Customer portals and self-service
Customer lifecycle systems
Customer communication systems
Retention and escalation workflows
Customer experience technology
Custom retention applications

Business outcomes

What the engagement is designed to move.

Baselines and targets are established with the client during Discover and Identify. Ledbetter does not guarantee results, and publishes no performance claims.

Higher customer retention

Greater repeat business

Increased customer engagement

Longer customer relationships