Tier 4

client_retention

Systematic approach to retaining clients through tiered engagement strategies and value-add touchpoints.

Usage in Claude Code: /client_retention your question here

Client Retention System

Overview

Systematic approach to retaining clients through tiered engagement strategies and value-add touchpoints.

Steps

Step 1: Client Segmentation

Assign each client to a tier based on value:

  • Tier 1 (Top 20%): High revenue, high potential, good fit
  • Tier 2 (Next 30%): Moderate value, engagement potential
  • Tier 3 (Bottom 50%): Lower value, maintain automated relationship

Score on: past revenue, future potential, ease of working together

Step 2: CRM/Tracking Setup

Create tracking system with fields:

  • Client name, company, contact info
  • Tier assignment
  • Engagement history (touchpoints sent, responses)
  • Notes/preferences
  • Last contact date
  • Next scheduled contact

Step 3: Template Creation

Create 5+ value-touch email templates:

  1. Industry insight share
  2. Resource/tool share
  3. Check-in with value
  4. Trigger response (news about their company/industry)
  5. Re-engagement (for quiet clients)

Tone: Professional but warm, personalization required

Step 4: Automation Setup

Configure automated systems:

  • Follow-up reminders (never miss a contact date)
  • Industry monitoring (Google Alerts for client companies)
  • Calendar blocks for retention work (2-3 hours/week)
  • Trigger alerts when client news detected

Step 5: Layered Strategy Execution

Apply different strategies by tier:

ALL TIERS:

  • Foundation layer: Consistent small-value touches (monthly)
  • Intelligence layer: Trigger-based relevant outreach

TIER 1 ONLY:

  • Strategic Sniper: Annual deep strategic review
  • Inner Circle: Network facilitation (optional)

TIER 2:

  • Partial network facilitation

TIER 3:

  • Automated touches only

Step 6: Weekly Rhythm

30-minute weekly retention review:

  1. Check overdue contacts
  2. Review triggers fired
  3. Note responses received
  4. Plan next week’s touches
  5. Update tracking system

Step 7: Monthly Analysis

Calculate and review:

  • Touches sent vs planned
  • Response rate
  • Positive/neutral/negative breakdown
  • Trigger events detected and responded to

Adjust: templates, frequency, value types based on data

Step 8: Quarterly Review

Evaluate progress toward targets:

  • Repeat business rate (target: 30%+)
  • Client lifetime value trend
  • Referral rate
  • Time to re-engagement

Decide: Persist / Adjust / Pivot

When to Use

  • Service-based business wanting repeat clients
  • Consulting/freelance work with ongoing client relationships
  • Any business where client lifetime value matters

Verification

  • Can look up any client’s tier, last contact, next scheduled
  • All templates ready for use
  • Automation triggering correctly
  • Repeat business rate measurable

Input: $ARGUMENTS

Apply this procedure to the input provided.