When your customers are thoroughly engaged and you keep an eye on their adoption metrics, churn is something that you won't find in your dictionary.
Why is reconnecting with clients such a daunting task in the digital age. This is harder in the case of tech touch companies. We have tools that have made it easier to reconnect with anyone but at the end of the day it still feels as if there is a disconnect. People in client facing roles know what I am taking about
Aren't customers happy using your
products/services? How unhappy could they be if they are using yours than the competitors? This question didn't pop up until companies started losing clients and were trying to figure out why after the fact
Why do I call it the 'untapped potential'? It is mainly because many companies fail to embrace it until it is too late. Once they do embrace it they are already behind in terms of truly understanding why their clients are unhappy
People dealing with clients on a regular basis need to understand the pain points and the need to set expectations. Each organization has a set of standards based on which it decides the level of expectations to be set. The usual suspects are size, wants and needs, client type and willingness to pay.
There is no right way to do it. It is all about what works and what doesn't. When we talk about Customer Relationship Management(CRM) it does not only entail solving the issue right away. This would anyway have to be 'one' of the outcomes. Notice how I stressed on the word one
In today's world, the making or breaking of a brand can happen in a very short period of time thanks to social media. This is about how do you deal with a crisis.