[codegeek]

Tools add value but don't be too obsessed with them including KPIs. You need to ensure that as a business, you are getting the type of clients you want. Then, you need to ensure that those clients are happy with your product/service. Listen to them and enhance your product/service accordingly.

Also learn from your mistakes. If you had that one really bad client, look at why there were bad to you. Avoid those mistakes next time. Document it, tell your team whatever. If releasing a critical feature broke things in production, again learn from it. Why did that happen and what can you do to minimize the risk of that happening again ?

If a client leaves, ask them why they left and what could have been done to keep them with you ? Sometimes, the answer is just "I don't need this anymore" but a lot of times you will hear things like "You guys don't have this thing that I really need" or "I need better support", "too expensive for me" etc. Anecdote: I have been successful in retaining a few clients by offering reduced pricing but with reduced features as well because they didn't really need all that fluff.