Value of Retaining Clients —Sherburne

And, it is perhaps a much simpler process to implement in our industry than in many others because of the level of personal interaction that most printing firms have with their customers, whether through the sales force, CSRs or, hopefully, by the management team.

Today, there is a plethora of other means of staying in touch and staying top of mind. Presumably you are already including promotional and other messages with job shipments and invoices. Perhaps you are also following up periodically to ensure that your clients are satisfied with the work you are doing, through phone calls, paper-based customer satisfaction surveys or e-mail/Web surveys.