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The 3 components to implementing a meaningful engagement strategy
- Define first what a meaningful engagement is to you. Keep trying and experimenting with different types of communication that can help you define the customer's business outcome.
- Track and report on meaningful engagements. As Peter Drucker once said, "If you can't measure it, you can't manage it." Aside from your customer’s business outcomes, you can also determine if these defined engagements have improved top-level metrics such as customer retention, expansion, or customer loyalty.
- Review the impact of meaningful engagements to maximize your resources and achieve your business goals.
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How CS teams track business outcome achievement
- The traditional account management method where you meet with your customers regularly and confirm with them directly
- The hands-off method where you monitor usage data as a proxy for business outcome achievement
- Or, a combination of the two.
More often than not, t...
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