Growth is the primary objective of most high-tech, B2B, service businesses.  At Middlesex Consulting, we use customer insight to help clients grow, enter new markets or introduce new services while increasing customer satisfaction. This is both our business and our passion. We focus on customer insight because we know that you have questions and your customers have most of the answers. Our skill is in extracting the insight you need and presenting it to you in a way that is actionable.

We know that these three processes for growth drive all other strategies and tactics:

 

Growth does not come cheap but decline is even more expensive!  Depending on who is asked, acquiring a new customer costs between 5 and 8 times the cost to retain an existing one.

  • Approximately 80% of your annual revenue comes from existing customers (at least their second purchase).
  • About 80% of Marketing costs are used to acquire new customers.

Maybe this cost summary is the reason that people in the know believe that Retention is the New Acquisition!

At Middlesex Consulting, our special niche is guiding the service and support organization as it works to retain customers and grow their top and bottom lines while increasing customer loyalty. We focus our services in three areas:

Growth

  • Retention
  • Loyalty and Customer Referrals

Services

  • Strategy
  • Value Added differentiation
  • Marketing

Customer Experience

  • Surveys
  • Insight
  • Trust
  • Complexity
  • Brand

If growing services revenue is something you'd like to learn more about, please contact us at 508.877.1924 or sam@middlesesconsulting.com and don't forget to check out our blog for useful and interesting articles and posts.

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Recent Blog Posts

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  3. Consistent Experiences Drive Customer Satisfaction and That Drives Customer Retention Sam Klaidman 31-Mar-2014
  4. Customer Stress Levels Drive the Need For Empowered Employees Sam Klaidman 24-Mar-2014
  5. 3 Choices When a B2B Customer Needs Service Sam Klaidman 16-Mar-2014
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