Client Retention in Software Implementation and Development: Keys to Building Strong Relationships
In the custom cloud application development space, client retention rate matters. Businesses that build strong, long-term relationships are more profitable, more flexible, and more capable of delivering measurable results.
At Blue Stingray, we’ve focused on client retention as a key performance indicator since day one. To put it simply: If our customers see us as partners, we’re doing our job. We’ve maintained a successful launch rate of over 95%, and many of our clients have worked with us for more than a decade.
| Active Clients by Length of Service | |
| 1 Year | 5 |
| 2-4 Years | 8 |
| 5-9 Years | 7 |
| 10+ Years | 6 |
| Total | 26 |
Even in our relatively competitive industry, high retention rates are attainable (and sustainable). Here’s how we do it.
Customer Retention Factors: Quality, Experience, and Collaboration
Quality work is the foundation of any successful client relationship. At Blue Stingray, our team brings extensive experience and expertise to every project. Just as importantly, we make sure that the skills of our developers and designers are aligned with the client’s goals. When establishing the project requirements, we want to establish the scope and make appropriate recommendations rather than imperatives. We want to leverage our experience in service of the client — not insist upon a solution that doesn’t meet their objectives or that forces changes in their operations.
Case Study: Pepsi Upgrade
Over the past ten years, we’ve worked closely with Pepsi to improve their logistics by upgrading a legacy app. The initial goal was not to replace legacy software, but to provide user-friendly access to the tool.
Within 6 months, Blue Stingray was able to create a logistics management app with extended functionality that enabled PepsiCo to process thousands of shipments. The project improved their operational efficiency and solidified our position as a trusted partner. Read the full case study.
A Proactive, Collaborative Approach
Quality work is fundamental, but the real key to client retention is building strong, collaborative relationships. We see ourselves as an extension of our client’s team, offering suggestions and solutions — in some cases, before the client even realizes that there’s an issue.
By being proactive, we can demonstrate that we’re deeply invested in outcomes. That’s crucial for establishing partnerships: If a firm can provide quality work for a simple project, that’s excellent. But if that firm can successfully recommend a solution and communicate why that solution is appropriate, they’re much more valuable.
Our approach requires exceptional quality assurance and near-constant contact. Project estimates, schedules, and deadlines must be communicated clearly and consistently.
Strong communication doesn’t restrict our team in any way. Occasionally, deadlines change — that’s the nature of product development. If we’ve built a track record of good faith communication, it’s much easier to explain why those deadlines are changing.
Case Study: TAG Sports Gear
For over a decade, we’ve partnered with TAG Sports Gear, a leading sports goods brand with an extensive international network of distributors.
Recently, Blue Stingray built a robust strategy for handling data migration during an upgrade for TAG’s Magento (now Adobe Commerce) eStore. By taking the time to understand TAG’s workflow, audience, and objectives, we’ve found ways to help them operate more effectively.
Read the full success story.
Client Retention Is About Consistency
Client retention goes beyond completing a project. It’s about delivering consistent quality, building strong relationships, and working together as a cohesive team.
In one sense, the strategies are straightforward. Businesses want long-term partners that can consistently establish clear project requirements, fulfill those requirements, and communicate effectively.
The key term here is “consistently.” At Blue Stingray, we’ve focused on maintaining a culture of collaboration and treating every client as a priority. Our team is deeply invested in the outcome of each project.
We see client communication not as an obligation, but as a way to remove ambiguity and keep projects aligned. Perhaps most importantly, we’re effective at setting timelines for ourselves — and sticking to those timelines.
That allows for a level of consistency that leads to long-term results, which translates directly to long-term client retention. By valuing relationships, we’ve seen those relationships flourish.
Are you ready to build lasting relationships with your clients? Contact Blue Stingray to learn how we can help you achieve your goals.
