How to Follow Up With a New Customer After Implementation

Last time, we learned how to run an implementation meeting effectively.  Now we know, winning a new customer is only the beginning. To turn that win into long-term success, you need a proactive follow-up strategy that ensures adoption, reinforces your value, and creates opportunities to grow the relationship. Here's how to reach out to a new customer three times over the next few months to keep them buying and position your company as their trusted vendor.

1. First Follow-Up: Two Weeks Post-Launch – Confirm Adoption

Your first check-in should come roughly two weeks after the implementation meeting. The goal is to ensure the customer’s team is using the ordering system and that products are flowing smoothly.

• Confirm activity: “I just wanted to check if your team has been able to place orders successfully? Anything we need to tweak?”

• Reinforce training: Revisit any parts of the system that may be unclear.

• Add new users: Ask if any new team members need to be added to the platform. Missing users often delay adoption.

• Ask about incumbent contact: If their previous supplier has reached out, help them be prepared with a professional, clear response:

“We’ve started working with a new partner who offers custom pricing, faster support, and easier ordering—we’ve committed to making this relationship work.”

This helps your customer stay confident in the switch and gives them language to justify the transition.

2. Second Follow-Up: 30–45 Days – Deepen the Relationship

After your customer has had time to settle into the new system, use the second check-in to deepen your relationship and explore further opportunities.

• Review ordering trends: “Looks like your team is consistently ordering these key items. Any feedback so far?”

• Explore new product lines: “Are there other categories or product lines you’re still buying elsewhere that we can help with?”

• Simplify their workflow: Ask if the ordering process is still easy and intuitive. Offer refresher training if needed.

• Reconfirm contacts: Verify that roles and permissions are still accurate. “Any new team members we should set up?”

  
  

This conversation is all about demonstrating that you’re invested in their success and exploring ways to enhance your value.

3. Third Follow-Up: 60–90 Days – Cement Loyalty

By now, your customer should be fully onboarded. The third follow-up is a chance to reinforce the benefits they’ve experienced and position your company as a long-term partner.

• Gather success feedback: “What’s been working best for your team so far?”

• Address any lingering issues: Quickly resolve any friction points they’ve encountered.

• Position for growth: “As we continue supporting you, let’s look at other ways we can streamline your sourcing or replace old vendors.”

• Reinforce the switch: Remind them of why they moved from their incumbent and why continuing with you remains a good decision.

Final Thought

Consistent, value-driven follow-up keeps your new customer engaged, confident, and loyal. Each touchpoint should reinforce their buying decision, encourage deeper adoption, and open the door for expanded opportunities. By staying proactive, you become a partner.