To retain customers you need to engage them, even if it is through occasional digital outreach.
You may have hundreds or even thousands of customer within your installed base – that’s great. For many companies the percent of customers they engage with directly is low. Customers may choose to solve issues with a web search or engage your partners for help. There is nothing wrong with self-reliant customers, but if you do not engage with them it is harder to keep them as customers. Consider how to engage customers to maximize retention.