Retention
- Customer Success Rep
- Customer Success Manager
- Customer Support Executive
- Customer Success Executive
Looking to retain customers and strengthen your customer success?
Improve your customers' experience.
We identify opportunities to grow your accounts.
Post-SalesWhat We Do
- Account development
- Cross-selling & up-selling
- Churn tracking
- Portfolio segmentation
- Customer retention & loyalty.
According to Harvard Business Review, acquiring a new customer can cost anywhere from 5 to 25 times more than retaining one who already trusts your business, depending on the study and the industry. Even so, most companies pour their energy into opening new accounts. That's where post-sales decides the outcome: a profitable relationship, or another lost account.
An existing customer already knows you and already trusts you; selling to a new one is usually harder. That's why small gains in retention move profitability so much — post-sales isn't support, it's the most underrated asset in the cycle.
POST-SALES CONSULTING
Processes
Account Development
CROSS SELLING
UP SELLING
ABC revenue analysis
Product mix
Ticket size and transactions
Seasonality
Commercial potential
Historical Churn & Acquisition Tracking
WIN-BACK
RETENTION
Impact on target
Segmentation by sale type, channel and customer
Churn provisioning
Portfolio Segmentation
LOYALTY
RETENTION
Average revenue vs. assigned potential
Seasonality
Analyze - Develop - Sustain
Mean - Standard deviation
TechnologyPost-Sales
Technology to retain and grow clients
AI + CRM
AI
Churn and win-back management agents
Automation
Renewals, reminders, and retention
Custom Software
Portfolio segmentation dashboards
CRM
Contact plans and client history
BaseHubYour project,
SEE BASEHUB
Your project,
in one place.
No separate project management tool to pay for.
BaseHub is Base Core's own tracking and implementation platform, included with your project.
Real-time status, task by task, area by area.
RECRUITING: SALES FORCE
We build a solid, professional post-sales team
Beyond our training model, we look for profiles that fit and perform within the proposed sales model.
- Job descriptions
- Sourcing channels
- Interview coordination
- Candidate presentation
POST-SALES COMMERCIAL STRUCTURE
Positions
Growth
- Account Manager
- KAM
- Account Representative
- Channel Manager
FAQ
Frequently asked questions about customer success and retention
What does the customer retention service include?
It includes three lines of work: account development (ABC revenue analysis, product mix, ticket size, seasonality and commercial potential), historical measurement of new and lost customers (churn) and portfolio segmentation. On top of that, cross-selling, upselling, win-back, retention and loyalty actions are built.
What is customer success, and how is it different from customer loyalty?
Customer success is the function dedicated to making sure each customer uses and keeps seeing value in what they bought; loyalty is the goal that function pursues. In the post-sales structure Base Core builds, the retention team includes roles such as Customer Success Manager, Customer Success Rep and Customer Support Executive, and the growth team includes Account Manager and KAM.
How do you measure how many customers are lost, and why?
Through a historical measurement of new and lost customers (churn): its impact on the target, segmented by type of sale, channel and customer, with provisioning for expected losses. That measurement drives the win-back and retention actions. To go deeper, see our guide on how to prevent churn.
How do you grow a customer who is already buying?
We analyze how much each customer bills, which products they buy, their ticket size, seasonality and commercial potential, and use that to find room for cross-selling and upselling. The portfolio is segmented with an "analyze, develop, sustain" logic, so account management effort goes where it pays off most.
Can you build or train my post-sales team?
Yes, the post-sales team can be added to the project depending on what the diagnosis shows. Base Core defines the job descriptions, recruiting sources, interview guidance and candidate shortlists for the post-sales team, with two possible structures: retention (customer success and support) and growth (key accounts and channels).
How do I get started, and what determines the scope of the post-sales service?
You start with the free diagnostic: a first discovery meeting, at no cost or obligation. The budget is set in the commercial proposal we send after that meeting, because it depends on the scope of the project. If you move forward, the corresponding diagnosis is part of the project and included in the service, and timelines are set in the work plan.
Get in Touch
Free Diagnostic
Share your details and we'll schedule a call to assess where your business stands today.
We'll come back with a roadmap to improve your processes and methodology.
We'll come back with a roadmap to improve your processes and methodology.
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