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How to implement a follow-up process

In complex customer relationships, a company can see a huge impact by implementing a follow-up system that triggers alerts that notify account managers of customer issues and opportunities. This is all done by setting up a system that includes the following:

  1. Good lists – insights are gathered from the right customers
  2. Good design – to incorporate triggers to identify issues, opportunities
  3. Good training – account managers understand their role
  4. Good buy-in – everybody sees the benefit for them and for the company
  5. Good tools – an online documentation system ensures follow up
  6. Good measurement – the ROI is measured to validate the payoff

About the Author

Walker Weekly

Walker is a consulting firm specializing in customer experience. Helping businesses for more than 75 years, Walker’s diverse team of consultants provides tailored, comprehensive solutions to help companies achieve their business objectives and grow shareholder value. Walker specializes in customer retention and growth, using predictive analytics and other innovative approaches. Walker works with some of the world’s most influential businesses as well as emerging organizations of all sizes. For more information, please visit

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