Customer retention specialists work closely with customers, employees, suppliers, and other stakeholders to boost loyalty and retain business. They gather data related to customer complaints, suggestions, and expectations and formulate possible solutions in collaboration with relevant departments. Solutions they may recommend are developing new features, adding support for specific functions, or enhancing customer education.

Customer retention advisors also negotiate with customers planning to cancel their contracts. They gain insights on why they want to do so and offer remedial options to avert the cancellation. If a customer goes ahead with the cancellation, customer retention specialists collect exit survey data and capture this in a collated report. By helping foster a deeper understanding of customer needs, customer retention consultants reduce customer churn, improve the customer experience, and increase revenues.