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Welcome to Scale Your Sales weekly Monday 12 midnight GMT podcast, No 8. of 42 Best Podcast For Every Sales Professional 2020. Dedicated to learning from amazing experts and influencers to help you on your journey to Scale Your Sales. A show created for B2B executives, sales leaders, key account managers and customer serving professionals, to engage with lively conversations on customer experiences, strategic revenue growth and modern sales know-how.

I am Janice B Gordon, the Customer Growth Expert. Sales is not a function of the business; sales are the primary outcome of the business and marketing is a part of this sales process rather than the other way around. What is critical to a productive business is how the customer experiences the sales process and what outcomes the customer requires from the sale. The more focused you are on the customer outcome the more productive your sales process. More on Scale Your Sales website.

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Feb 27, 2021

My next guest of Scale Your Sales Podcast is Dan Pfister, a partner at The Business Source Corp. They’ve generated over 50k customers and have worked with brands like American Express and Tony Robbins.

Dan built a customer win-back process they’ve used since 2016, and based on the success of it, he founded Strategic Winback Services.

00:00 Why Win-Back is one of the Most Effective Customer Growth Strategies

01:27 The origins of the Customer Win Back Process.

03:47 The elements of the Customer Win Back process.

07:24 Why in many companies you are not rewarded for winning back a client.

10:42 The win rate of a past customer is 8X versus a new customer.

13:30 Dan’s metaphor: "getting married is one thing but staying married and being happy is a lot of work", it’s the same with clients.

16:01 Once you have honed your win-back strategy you can then apply this to win others.

17:12 Why it is necessary to establish a relationship of trust when winning back a customer.

21:15 Find out what is Dan's Desert Island pick, and why?

24:25 End