Retention starts with creating a framework for accountability during the sales cycle.
Estimated and Actual Value Driver
Every Business Case is built with an estimate and has a follow up field for verifying the benefits of your solution after the deal is closed. In the example above, the benefit of Zebrafi is Increasing Average Deal Size. During the sales cycle you should define your goal and show evidence that your existing clients have achieved the stated goals. You can definitely introduce actual here with your prospect to show what metrics we want everyone accountable in tracking and achieving. After all your goal isn't to sell a solution and abandon your client.
A good client is one that achieves, or exceeds the targeted business goal and becomes a promoter of your solution. By demonstrating what will be measured and a framework for assessing accountability, your prospect can make a more risk adjusted decision in purchasing your solution. Certain things have to be accomplished behaviorally to obtain the financial goal outlined in the business case. Was everyone given access to your solution? Did the implementation take longer than expected?
Estimated and Actual Graphic
Zebrafi contains the information necessary to hold a more productive meeting after the deal is sold. At the first sign the projects goals are in jeopardy would be a good time to have this type of meeting with your client.
The Estimated and Actual Tabs extend to the Business Case graphic. This is a concise way to compare what was originally estimated before the deal closed with the reality of the delivery. The totals are broken down between the pillars so you can quickly see whether Revenue, Cost Savings, or Productivity goals are off track.