Haven't seen the rep in 5 years.....

nothing???

I believe in the "Rule of Six"

You should touch a customer 6 times a year with a mix of personal visit, emails, mailers,Phone calls,  shows, lunch & learns, or webinars. That comes down to every other month in different ways so it doesn't seem overwhelming to the customer, but they know who to call if they have an issue or need new equipment.

If you don't add value to your customer over the course of the lease why do you think you are worth more when they upgrade the lease?

At our dealership, we are required to do Reviews with our clients. The frequency is based on the number of devices they have and/or their potential. The highest level client we see every quarter with a Business Review. Our clients love them and we win ZBO business by selling the Review. Ultimately, we leave it up to the client, because some don't want that many touches.

What is ZBO business?

Production Accounts, once per quarter unless issues arise.

Major Accounts, I reach out to SOMEONE once per month at least and always reference my last communication with the next person.