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SOP-09: Client Relationship & Retention Protocol

The Automation Surgeon's Client Success Framework
Version 1.0
Owner Founder
Trigger Client onboarding, project completion, quarterly business reviews.
Purpose To build long-term client relationships, maximize lifetime value, and generate referrals through systematic client success management.

1. Core Processes

1.1. Client Onboarding

  • Welcome Package: Process overview, contact information, expectations
  • Success Metrics: Define KPIs and measurement methods
  • Communication Plan: Update frequency, preferred channels
  • Training Schedule: Initial and ongoing education sessions

1.2. Ongoing Relationship Management

  • Quarterly Business Reviews: Performance analysis, optimization opportunities
  • Monthly Check-ins: Quick status updates, issue resolution
  • Value-Add Services: Process improvements, new automation opportunities
  • Feedback Collection: Satisfaction surveys, improvement suggestions

1.3. Retention Strategies

  • Maintenance Contracts: Ongoing support and optimization
  • Upsell Opportunities: Additional automation, process improvements
  • Cross-selling: Related services, complementary solutions
  • Loyalty Programs: Discounts for long-term clients, referral incentives

1.4. Referral Generation

  • Program: "Refer a colleague to work directly with Anton"—all referral activities governed by SOP-28_Referral_Program_Protocol.md
  • Founder Relationship Value: Direct access to Anton's expertise makes referrals more compelling
  • Success Story Documentation: Named case studies with ROI calculations and client testimonials
  • Client Advocacy: Video testimonials featuring Anton and client relationship
  • Networking Events: Client appreciation events, industry conferences with Anton

2. Key Templates

  • Client Onboarding Checklist
  • Quarterly Business Review Template
  • Client Satisfaction Survey
  • Referral Request Script

3. Success Metrics

  • Client retention rate: 85%+
  • Net Promoter Score: 8/10+
  • Average client lifetime: 18+ months
  • Referral rate: 30%+ of new clients