3. Set A Time For An In-Depth Check In

On top of surveys, it’s critical to touch base with accounts for a deeper and more involved discussion about the solution provider-client relationship.

Bonnie Chan, vice president of sales and marketing at Xylotek Solutions, a Cambridge, Ontario-based solution provider, stressed that her company touches base with its top 30 accounts every quarter for a more in-depth checkup to make sure everything is going smoothly.

“This gives us an opportunity to reach out to customers and open a dialogue with them that might not have been there before,” she said.