Service
Sales & Customer Retention
Support conversations often carry commercial signal. Where it suits your business, the same team can qualify inbound interest, handle upgrade and renewal conversations, and work retention and win-back lists — always within the tone and limits you set.
What the team handles
Sales & Customer Retention
- Inbound lead qualification and routing
- Upsell and cross-sell during support conversations, where appropriate
- Renewal and subscription retention outreach
- Cancellation save conversations against an agreed script
- Win-back campaigns to lapsed customers
Scope is confirmed with you during the design stage and written into the operating plan before the team goes live.
Measurement
Metrics usually agreed for this service
Targets are set with you before launch. These are the measures the conversation normally starts from — the numbers attached to them are yours to define.
- 01
Qualified lead conversion
Target set per client
- 02
Save rate on cancellation contacts
Target set per client
- 03
Renewal and reactivation rate
Target set per client
- 04
Contact-to-outcome ratio
Target set per client
- 05
Quality score on commercial conversations
Target set per client
Reporting cadence, escalation thresholds and the review meeting rhythm are agreed alongside the targets themselves.
Before you commit
Practical questions about sales & customer retention
The questions buyers ask once the brochure stage is over.
- Will this make support feel pushy?
- Only if it is designed badly. We agree exactly when a commercial conversation is appropriate, and quality reviews check that resolution came first.
- Do you do cold outbound calling?
- Our focus is your existing and inbound customer base — qualification, retention and win-back — not cold lists.
Where it fits
Sectors that most often run sales & customer retention as part of a dedicated team
Next step
Talk through sales & customer retention for your business.
Bring your current volume, tooling and response targets. We will tell you what a workable team looks like — including when the answer is a smaller one than you expected.