How do you build a customer engagement strategy that adequately addresses customer retention?
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Senior Enterprise Account Manager in IT Services6 months ago
I think if you have to deal with customer retention you forgot to care about your customer in the first phase. If you built the trust of a new customer and care about them they will value that and be always open and transparent. To work with that is one big task of account management. Know what your customer need, be the advocate of your customer internal and proof to the customer that they can trust you. There will always be comparable solutions on the market but the company culture and interaction is the one thing that can set you really apart.VP, Marketing6 months ago
Clear roadmap. Understanding customer needs, personalized communication, staying connected, gathering feedback, monitoring performance, and continuous improvement.Start all the way back to understanding customer or user needs and preferences. A personalized communication approach will go further than a generic message. Stay connected, accessible, and top of mind through relevant and timely content. Ask for feedback to understand preferences more fully, what's working and what isn't - then adjust accordingly. Ensure you are monitoring your program, measuring impact. If customers or users are dropping, why? Always be aware, learning, and continually evolving your program.
6 months ago
Strategy needs to begin with client and end with client and must be led/monitored/tracked by Marketing in my opinion. While customer engagement is a total organization effort, there must be one group that drives it and manages it and advocates for customer. Operations/Sales/Line of Business have too many other competing objectives. This will help drive the question we are really trying to get to is what are we doing that is impacting the client positively or negatively.