Eight Strategies for Keeping in Touch with Customers

Eight Strategies for Keeping in Touch with Customers

BLOG

Eight Strategies for Keeping in Touch with Customers

Inactive customers may be less costly to serve, but they’re more likely to churn. Keeping in touch with customers is essential to developing, retaining, and growing customer relationships—and these eight best practices can help.

Healthy customer relationships require an ongoing dialogue. This dialogue consists of a mix of:

  • Regular interactions through digital media
  • Self-help materials
  • User communities
  • Direct interaction with your Support and Customer Success team members

To accelerate time-to-value, nurture long-term relationships, and drive recurring revenue, leverage these eight strategies for keeping in touch with customers:

  1.  Develop a communications plan based on onboarding programs, success plans or journey maps to determine type and frequency of contact.
  2. Proactively communicate with customers on a regular basis through newsletters, social media, blog posts and contact by Customer Success team members.
  3. Introduce best practices and new ways for customers to use and apply your products through workshops and webinars.
  4. Extend relationships beyond technical points of contact to end-users and executive stakeholders.
  5. Prioritize proactive contact based on customer relationship value.
  6. Look for opportunities to expand quantity and quality of interactions through digital outreach.
  7. Conduct periodic Executive or Quarterly Business Reviews (EBR / QBR) with customers.
  8. Proactively contact inactive customers to determine the reason for inactivity and what actions, if any, can be taken to preserve the relationship.

How much customer interaction is enough? How can you better keep in touch with your customers?

I’m here to help you get the answers you need.

Reach out anytime to get answers and insights about the best ways to engage and retain your customers. Use the chat button at bottom right, send an e-mail, or click on my calendar to schedule a specific time to talk.

 

Ready to commit to a Customer Success strategy? Learn the 5 critical milestones.

Exclusive ServiceXRG White Paper:

Ensuring a Successful Journey to Customer Success

Download the ServiceXRG whitepaper, "Ensuring a Successful Journey to Customer Success"

Related Articles

Eight Strategies for Keeping in Touch with Customers

Healthy customer relationships require an ongoing dialogue through digital media, self-help, communities and direct interaction with Support and Customer Success team members. This article introduces eight customer interaction best practices to engage and retain your customers.

read more

Six Steps to Effective Customer Success Planning

Planning for customer success starts with establishing how your customers define success with your products. By understanding what your customers expect it is possible to align resources to help customers achieve their desired outcomes. Six steps to effective Customer Success planning practices to engage and retain your customers.

read more

GUEST POST: Sell Services Faster and More Accurately

Company executives understand that selling services alongside core product offerings leads to greater alignment and customer value, while subsequently decreasing the likelihood of customer churn and loss of recurring revenue. Well-defined services and the means to sell them are imperative. so why is selling services so difficult? This article introduces 10 ways to help Sales teams sell services.

read more

Stay Current with Customer Outcomes: Six Best Practices For Ongoing Assessments

Stay Current with Customer Outcomes: Six Best Practices For Ongoing Assessments

BLOG

Stay Current with Customer Outcomes: Six Best Practices For Ongoing Assessments

Do you know if customer outcomes for your products and services are improving or declining over time? Customer outcome assessment is an ongoing process; these best practices will shed light on where you’re winning and where you need to do better.

Your customers can be satisfied with many aspects of their relationships with you. But if they’re not achieving the outcomes they expect from your products and services, those relationships are at risk.

To develop and sustain lasting customer relationships, you must have not only a clear understanding of their expectations, but also timely visibility into how and why those expectations may change over time. At all stages of the customer relationship, you must have the insights and ability to help your customers achieve their desired outcomes.

To accelerate time-to-value, sustain long-term relationships, and drive recurring revenue, leverage these six ongoing Customer Outcome Assessment best practices:

  1. Build upon the Sales and Service onboarding process to establish customer needs and expectations.
  2. Define adoption and value attainment milestones to track customer success.
  3. Establish success plans to help customers define their desired outcomes and establish a plan to work towards these goals.
  4. Survey and interact with customers to determine the extent to which customers believe they are making progress against their goals and objectives.
  5. Use Executive or Quarterly Business Reviews (EBR / QBR) to review and assess customer success toward desired outcomes.
  6. Make necessary adjustments to adoption and success plans and modify service resource allocation as necessary.

How well do you understand your customers’ desired outcomes? How effective are you at helping them obtain them?

Were here to help you get the answers you need.

Reach out anytime to get answers and insights about the best ways to engage and retain your customers. Use the chat button at bottom right, send an e-mail, or click on my calendar to schedule a specific time to talk.

 

Ready to commit to a Customer Success strategy? Learn the 5 critical milestones.

Exclusive ServiceXRG White Paper:

Ensuring a Successful Journey to Customer Success

Download the ServiceXRG whitepaper, "Ensuring a Successful Journey to Customer Success"

Related Articles

GUEST POST: Sell Services Faster and More Accurately

Company executives understand that selling services alongside core product offerings leads to greater alignment and customer value, while subsequently decreasing the likelihood of customer churn and loss of recurring revenue. Well-defined services and the means to sell them are imperative. so why is selling services so difficult? This article introduces 10 ways to help Sales teams sell services.

read more

How to Measure Net Recurring Revenue

Net Recurring Revenue is a comprehensive indicator that reveals the extent to which you are retaining, expanding and growing customer relationship value. Examining the specific underlying elements that contribute to the calculation of Net Recurring Revenue provides the necessary insights to identify the root causes of churn, attrition and contraction. In addition, examining the reasons for revenue growth presents opportunities to embrace and expand practices that encourage expansion of relationship value.

read more

Treat Your Service Portfolio as a Product Line

Service and Success programs are a significant source of revenue. To assure that they yield their maximum revenue potential, treat service portfolios as strategic offerings in the corporate portfolio by assigning dedicated program management resources.

read more

Six Steps to Effective Customer Success Planning

Six Steps to Effective Customer Success Planning

BLOG

Six Steps to Effective Customer Success Planning

Customer Success doesn’t just happen. It requires intentional, meaningful engagements across the product lifespan. Take these 6 steps toward more effective Customer Success Planning.

Sounds obvious, but it isn’t always: Customer Success Planning starts with how your customers (not your company) define success with your products and services. When you clearly understand what your customers’ expectations are, your organization can then align resources to help them achieve their desired outcomes.

It is possible that a customer’s expectations will only “scratch the surface” of what your product can do, or what they can do with it. This is the most fertile ground for nurturing Customer Success and growth — because when you can augment their desired outcomes with an enticing and useful positioning of what’s possible, you’re exceeding expectations.

The Success planning and management process is ongoing — from the initial Sales engagement, through product adoption and use, to value realization. Knowing this, you can help your customers define and achieve their desired outcomes by developing success plans.

To accelerate time-to-value, sustain long-term relationships, and drive recurring revenue, leverage these six steps to effective Customer Success planning:

  1. Engage customers to understand their needs and expectations of your products. Use automated (e-mail, web-based surveys, etc.) or direct engagement (phone, video conference, on-site) methods.
  2. Identify customer-focused success criteria and Key Performance Indicators (KPIs).
  3. Work with customers to develop a success plan.  Use the plan as a basis for aligning resources and setting expectations for service types and levels.
  4. Define journey maps to attain specific outcomes.  Introduce the practices and methods necessary to achieve defined goals. Journey maps may address the needs of many customers or be tailored to the needs of a specific customer.
  5. Establish success metrics to indicate progress against a success plan or journey map.  These may be standalone indicators of success or part of an overall customer health metric.
  6. Keep success plans up-to-date and relevant through periodic business reviews to assess progress against the current plan.  Regular interactions may be conducted informally or through Executive or Quarterly Business Reviews. (EBR / QBR).

 

How effectively do you help your customers plan for success?

I’m here to help you get the answers you need.

Reach out anytime to get answers and insights about the best ways to engage and retain your customers. Use the chat button at bottom right, send an e-mail, or click on my calendar to schedule a specific time to talk.

 

Ready to commit to a Customer Success strategy? Learn the 5 critical milestones.

Exclusive ServiceXRG White Paper:

Ensuring a Successful Journey to Customer Success

Download the ServiceXRG whitepaper, "Ensuring a Successful Journey to Customer Success"

Related Articles

Eight Strategies for Keeping in Touch with Customers

Healthy customer relationships require an ongoing dialogue through digital media, self-help, communities and direct interaction with Support and Customer Success team members. This article introduces eight customer interaction best practices to engage and retain your customers.

read more

Six Steps to Effective Customer Success Planning

Planning for customer success starts with establishing how your customers define success with your products. By understanding what your customers expect it is possible to align resources to help customers achieve their desired outcomes. Six steps to effective Customer Success planning practices to engage and retain your customers.

read more

GUEST POST: Sell Services Faster and More Accurately

Company executives understand that selling services alongside core product offerings leads to greater alignment and customer value, while subsequently decreasing the likelihood of customer churn and loss of recurring revenue. Well-defined services and the means to sell them are imperative. so why is selling services so difficult? This article introduces 10 ways to help Sales teams sell services.

read more

The 2 Keys to Preventing Support Issues

Our research has revealed that nearly a third (32%) of Support demand stems from questions related to either installation, configuration, or setup. This understanding gives companies an immense opportunity to reduce this demand—and we see two major keys to ongoing Support issue prevention.

read more

Eight Essential Customer Onboarding Practices

Eight Essential Customer Onboarding Practices

BLOG

Eight Essential Customer Onboarding Practices

If customers cannot use your product, then they may learn that they can do without it. Worse, they may find a competing product that they CAN use successfully. Both of these outcomes pose risks to Customer Success and recurring revenue—risks that effective customer onboarding practices can avert.

A successful customer onboarding process is the vital first stage of any productive, long-term customer relationships. It demonstrates your company’s commitment to setting up customers to use and adopt their new product as needed to achieve their desired outcomes — of setting them up for Success!

 Customer onboarding can occur via automated or guided processes. In either case, the core goals are:

  • helping customers engage with your products by eliminating barriers to use
  • introducing them to necessary self-help, assisted support, and training resources that can help assure continued Customer Success

To accelerate customer time-to-value, sustain long-term relationships, and advance recurring revenue goals, implement these eight proven customer onboarding practices:

  1. Communicate with all new customers. Use automated (e-mail, recorded videos) and guided (phone, video conference, on-site, in-program) methods to initiate contact.
  2. For customers with named or assigned account resources (TAMs, CSMs, etc.), introduce the customer to the account team and share contact information.
  3. Assess the customer’s ability to access and apply products.
  4. Identify and remove barriers that may inhibit initial use of the product with setup assistance, training, support, and recommendations for self-help or self-guided resources.
  5. Introduce customers to the services they are entitled to through a welcome kit that describes service program entitlements, including steps for getting help, and how to submit new support cases.
  6. Communicate expectations, responsibilities, and timeline for major onboarding milestones to ensure the best possible time to value.
  7. Establish outcomes and milestones and monitor customer adoption progress to ensure successful initial onboarding.
  8. Assess customer expected outcomes and begin development of adoption and success plans.

How effective are your current customer onboarding practices?

We can help you make them better

Reach out anytime to get answers and insights about the best ways to engage and retain your customers. Use the chat button at bottom right, send an e-mail, or click on my calendar to schedule a specific time to talk.

 

Ready to commit to a Customer Success strategy? Learn the 5 critical milestones.

Exclusive ServiceXRG White Paper:

Ensuring a Successful Journey to Customer Success

Download the ServiceXRG whitepaper, "Ensuring a Successful Journey to Customer Success"

Related Articles

GUEST POST: Sell Services Faster and More Accurately

Company executives understand that selling services alongside core product offerings leads to greater alignment and customer value, while subsequently decreasing the likelihood of customer churn and loss of recurring revenue. Well-defined services and the means to sell them are imperative. so why is selling services so difficult? This article introduces 10 ways to help Sales teams sell services.

read more

How to Measure Net Recurring Revenue

Net Recurring Revenue is a comprehensive indicator that reveals the extent to which you are retaining, expanding and growing customer relationship value. Examining the specific underlying elements that contribute to the calculation of Net Recurring Revenue provides the necessary insights to identify the root causes of churn, attrition and contraction. In addition, examining the reasons for revenue growth presents opportunities to embrace and expand practices that encourage expansion of relationship value.

read more

Treat Your Service Portfolio as a Product Line

Service and Success programs are a significant source of revenue. To assure that they yield their maximum revenue potential, treat service portfolios as strategic offerings in the corporate portfolio by assigning dedicated program management resources.

read more

Seven Engagement Practices for a Successful Sales-to-Service Handoff

Seven Engagement Practices for a Successful Sales-to-Service Handoff

BLOG

Seven Engagement Practices for a Successful Sales-to-Service Handoff

Whether Sales in your organization is the responsibility of partners or a direct sales team, those responsible for selling and closing new business create the first impression of your product or service. A successful sales-to-service handoff is essential to maintaining that positive impression and promoting long-term customer success. To accelerate time-to-value, sustain customer relationships, and lay the groundwork for recurring revenue, leverage these seven proven practices for sales-to-service handoffs.

Effective customer engagement begins with the Sales process. This is when your organization identifies each customer’s desired outcomes and aligns its product and available services to them. In a successful sales-to-service handoff, Sales and Service need to collaborate so they can ensure that customers can successfully onboard, adopt, and realize the value of their purchase.

 During the pre-sale process Sales should invite Service to collaborate to help identify needs and formulate the right solution for the customer. However, Sales does not typically invite Services into the Sales process and in this case, Services needs to advocate for being part of the pre-sales process. Through this collaboration there is higher probability that customers will get what they need to be successful.

 The collaboration and information transfer should be complete and seamless—during the pre-sale process the Service team should know everything about the customer that the Sales Team knows.  And customer should not be expected to provide Service with information they’ve already given to Sales.

 

These 7 practices are proven to ensure successful Sales-to-Service handoffs:

  1. Establish clear expectations for the roles of new-sales and post-sales teams. Ensure that motivations and incentives are equally focused on closing new business and retaining existing customers.
  2. Provide information to Sales teams about service programs available to help customers adopt and use products.
  3. Help Sales teams understand pricing and discounting policies, prerequisites, and any other considerations for frictionless service sales.
  4. Create Customer Success-focused engagement teams and resources to help customers understand not only the product features but how they can apply products to achieve their business objectives.
  5. Involve the Service team during the Sales process to help understand and validate that customer expected outcomes can be delivered post-sales.
  6. Formally transition newly acquired customers from Sales to designated Support or Customer Success resources.
  7. Begin a formal onboarding process based on expectations set in during the Sales process.

How effective is your Sales-to-Service handoff process?

We can help you make it better.

Reach out anytime to get answers and insights about the best ways to engage and retain your customers. Use the chat button at bottom right, send an e-mail, or click on my calendar to schedule a specific time to talk.

Ready to commit to a Customer Success strategy? Learn the 5 critical milestones.

Exclusive ServiceXRG White Paper:

Ensuring a Successful Journey to Customer Success

Download the ServiceXRG whitepaper, "Ensuring a Successful Journey to Customer Success"

Related Articles

GUEST POST: Sell Services Faster and More Accurately

Company executives understand that selling services alongside core product offerings leads to greater alignment and customer value, while subsequently decreasing the likelihood of customer churn and loss of recurring revenue. Well-defined services and the means to sell them are imperative. so why is selling services so difficult? This article introduces 10 ways to help Sales teams sell services.

read more

How to Measure Net Recurring Revenue

Net Recurring Revenue is a comprehensive indicator that reveals the extent to which you are retaining, expanding and growing customer relationship value. Examining the specific underlying elements that contribute to the calculation of Net Recurring Revenue provides the necessary insights to identify the root causes of churn, attrition and contraction. In addition, examining the reasons for revenue growth presents opportunities to embrace and expand practices that encourage expansion of relationship value.

read more

Treat Your Service Portfolio as a Product Line

Service and Success programs are a significant source of revenue. To assure that they yield their maximum revenue potential, treat service portfolios as strategic offerings in the corporate portfolio by assigning dedicated program management resources.

read more

Pin It on Pinterest