I think most of us have worked at places where existing customers were taken for granted. As long as they were paying their invoices and not using the support too much, they were considered good customers and didn't get that much attention. That is until that annoying notice of termination arrived, totally out of the blue. Then we focused 100% on winning back the customer. We had discounts to give, consultant hours were almost free, and the salesperson was accessible 24/7. Anything to keep the customer.

I'm questioning if this really is a good way to conduct business. Is it profitable? I would say that a lot of the time it is not profitable. By being passive and reactive, we're not making sure we deliver value to the customer, thus lowering our chances to retain the customer and/or inhibit selling more to the customer.

The realization that so many companies can benefit from a Customer Success mindset made me create Rilicon and offer my passion for improvement, customer retention, and Customer Success. As a consultant, I will contribute with an outside view of your company and deliver tangible improvements for your company with the goal of increasing profitability and growth.

Yours sincerely,
Rickard Lindqvist
Senior Consultant