Five Customer Engagement Best Practices to Develop, Retain, and Grow Relationships

by | Jun 8, 2021 | Customer Success, Engage, Success Plan

Authentic customer engagement is vital to long-term positive relationships with the people who use your products and services. From onboarding to adoption and value realization, your organization should be generating a regular cadence of customer interactions. How do your current interactions stack up to these five customer engagement best practices?

Effective engagement activities start with understanding your customers’ desired outcomes. They continue with interactions that help them plan for success with your products and services.

Within all those interactions, it’s critical that clear expectations be set for the type and level of services you can provide your customer. When all members of your team know these expectations, they can then focus of meeting them—and strive to exceed them.

To accelerate time-to-value, nurture long-term relationships, and drive recurring revenue, leverage these five customer engagement best practices:


1. Sales Hand-Off

Define an effective hand-off from the Sales to Service team.

2. Onboarding

Provide self-guided or assisted onboarding to all new customers.

3. Customer Outcomes Assessment

Identify customer needs and desired outcomes.

4. Success Planning

Provide self-guided or assisted success planning.

5. Regular Interactions

Assess customer health, provide planning and conduct business and technical reviews.

Key Customer Engagement Metrics to Know and Use

To assess the effectiveness of your Customer Engagement activities, consider the following metrics:

  • Success Plan Rate – Percent of eligible customers with success plan.
  • % Onboarded – Percent of new customers successfully onboarded.
  • Time to Value – The average time to achieve outcomes and realize value from product.
  • Adoption Rate – Percent of customers to reach adoption milestones.
  • Customer Touchpoints – The number and frequency of customer interactions through both digital and personal channels.


How effective are your customer engagement efforts?

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

From Tasks To Outcomes – Transforming The Service Organization

The current organizational structure of your Services team and alignment with other customer-facing teams may be inhibiting your ability to deliver outcomes. Organizational alignment, increased cooperation, and shared goals are key to customer retention and revenue expansion initiatives.

read more

Recurring Revenue Rate

The amount of recurring revenue a company receives may increase, stay the same, or decline for a given period. Recurring Revenue Rate indicates the percent change in the amount of recurring revenue at the end of a specified period compared to the recurring revenue at the beginning of the same period. Measuring recurring revenue rate is essential to help identify the factors that lead to revenue retention and attrition and provides an indicator of the overall state of customer relationship health.

read more

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

Pin It on Pinterest

Share This