Project 4: Customer Retention Initiative for Mortgage Banking Clients

Objective: Designed and implemented a program to strengthen relationships with existing clients, boosting loyalty and repeat business.

Key Actions:

  • Designed a CRM-based loyalty program, sending personalized emails on key milestones (e.g., loan anniversaries, birthdays).

  • Conducted quarterly surveys to gather client feedback and implemented changes based on insights.

  • Coordinated a webinar series on refinancing and home equity options, leveraging mortgage expertise to add value for clients.

Results:

  • Increased client retention by 20% in one year.

  • Strengthened the company’s reputation as a trusted advisor.

Skills Demonstrated:

  • CRM management and email marketing.

  • Client feedback analysis and action planning.

  • Event coordination and educational outreach.

Tools Used:
HubSpot, Microsoft Forms, Zoom


Testimonial:
"The loyalty program and webinars were game-changers. Clients felt valued and informed, and we saw a noticeable uptick in repeat business."


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Project Three