Competitive Business Strategy Group's Jones Provides Answers To Customer Retention Questions

PHILADELPHIA-- On average, U.S. corporations lose half their customers in five years and half their employees in four. While corporate downsizing and staff consolidations due to mergers and acquisitions are easy explanations for the lack of employee loyalty; the question remains- Why do companies lose customers just when they become really profitable?

Suzanne Baldino Jones, president of the Competitive Business Strategy Group (CBSG), a management consulting firm with offices in Philadelphia and South Jersey, says, "Companies have a tendency to take existing customers for granted. After expending a tremendous amount of time and money to turn prospects into customers, once the deal is signed, the company focuses on courting the next new customer. The lack of attention given to existing customers makes them a perfect prospect for competitors."

Jones states that to avoid this vicious cycle, organizations must approach customers differently. It requires a fundamental paradigm shift. "Companies must view their sales practices and service delivery as one process with the same goals- to acquire customers, build loyalty and cultivate additional sales opportunities."

CBSG has developed a business model that integrates an organization's service delivery with their sales efforts. "Our program is unique because it does not emphasize soft skills. We work with companies to build substance- processes and concrete services that create loyal customers."

With so many choices available to customers these days, Jones believes, "Companies can only achieve sustained business growth by implementing strategies and tactics that, in the eyes of their customers, make them stand above the competition."

The Competitive Business Strategy Group offers proven, practical management consulting that provides competitive advantages to develop and grow business through an integrated, multi-disciplinary approach. In addition to customer retention and loyalty services, they specialize in strategic and business planning; user-driven information technology design and analysis; process improvement; and training design and facilitation.

For more information, call CBSG toll-free at 888-411-5800, or visit their website at www.cbsg.com.