FIROVIA Developing people and organisations to achieve excellence in business performance

Gaining a new customer through direct channels is 80% more expensive than retaining an existing customer or gaining a new customer through a referral from an existing customer. Satisfied customers return and depending on how satisfied they are, they may even recommend their friends and acquaintances to use your organisation. Investing in the ability of your employees to effectively build and maintain relationships with your existing clients would seem like a sensible strategy.