1. Customer Retention Deb CB, Garret, Jonathan, Rob, Pratima, Heather
Idea Jam 1.0
Customer Retention
Deb CB, Garret, Jonathan, Rob, Pratima, Heather

2. Problem: LEAKY BUCKET Business Level Issue/Pain: Why Revenue to CRE
Credibility/Word of Mouth
Leaving SAGE Family
Why
Economy/Environment
Long-Term Product Vision (roadmap)
M&S Renewal
(Cost v. Perceived Value)
Software Relinquishments
Customer TLC
Long-Term Product Vision: Communicating “we’re on-it!” / Customer Confidence in our Vision
M&S Renewals: Cost v. Perceived Value
Software Relinquishments: Perceived “forcing customers to relinquish software.”
Customer TLC: Relationship with our Customers, our best reps don’t just call for money… Sage is always selling…

3. Solution: Sage Customer Retention Program Sage Milestone Program
Sage Hardship Program
Sage Referral Program
Sage Feedback Program
Sage Construction Network
Sage Milestone: Rewarding customer for years of loyalty.
Sage Hardship: Bridging Customers through difficult economic times.
Sage Referral: Current Customers Being Rewarded for Selling Sage. Discount Coupon, Training, Pizza?
Sage Feedback: What our customers really want/need: “Witty Ideas…” Info Center for Customers w/ auto response from Jon Witty!
Sage Construction Network: Referrals from within customer base.

4. Benefits Barriers Improved Revenue Short Term Mentality
Building Entanglements
Lack of Resources
Improved Word of Mouth
Out of Touch with Customers
Establishing Brand Credibility
Bombs/Communication
Supports ECE
CRE Internal Communication
Affordable Program
Building Entanglement: Making it harder for customers to leave
Improved Word of Mouth: Losing Customers, Referral, and contractor network
Establishing Brand Credibility: Sage Brand w/in our construction/real estate community
Short Term Mentality: Development: Enayet saying “go slow so we can go fast”

5. Underlying Magic/Technology:
Putting Arms Around Our Customers
Walk the Talk
Long term ROI
Our secret sauce is not applied technology it’s sheer brilliance. Passion, work smarter, becoming part of our customer’s businesses.

6. Key Next Steps: Recognize Customer Milestones Sage Contractor Network
Plaques for key anniversaries (5/10/15/20 years)
Who is our oldest customer?
Incentive based on years of product tenure
Get them behind the velvet rope
Sage Contractor Network
Hard Hat stickers
Linking Sage Contractors
Dedicated Customer Account Manager
Benefit we don’t currently sell
Witty Button
Referral Program
This is your call to action – what has to happen next for your idea to Rock CRE