klantkans

Klantkans is a term used in Dutch business practice to describe opportunities to create value with customers. It refers to moments in the customer journey where a provider can address a need, solve a problem, or strengthen the relationship, potentially leading to sales, renewal, or expansion.

In practice, een klantkans can arise with existing customers through upselling or cross-selling, or with potential customers during the sales funnel. It also includes opportunities to improve customer satisfaction, increase loyalty, or co-create new offerings together with customers. The concept is common in sales, marketing and customer-relationship management (CRM).

Identifying klantkansen relies on both quantitative data and qualitative insights. Data sources include purchase history, product usage, support interactions, churn risk, and engagement metrics. Qualitative input comes from customer interviews, feedback surveys, and service interactions. Tools such as customer journey mapping and segmentation help to prioritize opportunities.

Benefits of focusing on klantkansen include higher revenue through targeted offers, longer customer lifetime value, and improved customer retention. Potential risks include overemphasis on short-term sales, privacy and consent concerns in data use, and the danger of misinterpreting signals as opportunities.

See also: customer relationship management, cross-selling, upselling, churn reduction, customer lifetime value.