<ul><li>The traditional account management method where you meet with your customers regularly and confirm with them directly</li><li>The hands-off method where you monitor usage data as a proxy for business outcome achievement</li><li>Or, a combination of the two.</li></ul>More often than not, there isn't a systematic approach to tracking business outcome achievement that results in a surprise churn but a way to combat this is to create a coordinated and meaningful engagement approach with your customers.

How CS teams track business outcome achievement

<ol><li>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. </li><li>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.</li><li>Review the impact of meaningful engagements to maximize your resources and achieve your business goals.</li></ol>

The 3 components to implementing a meaningful engagement strategy

<img alt="Chad Horenfeldt" src="https://miro.medium.com/max/500/2*ROM6PZ-KwmPvbNcHPwAT-g" width="28" height="28">This post was originally posted on <a href="https://www.thesuccessleague.io/blog/2019/12/30/how-to-achieve-your-customers-outcomes-via-meaningful-engagements" rel="noopener ugc nofollow" dir="ltr">The Success League</a>.“I can’t believe that customer is going to churn! Their usage looks great and we’ve met a few times recently. This was a complete surprise.” This conversation happens too often within many Customer Success (CS) organizations. The root cause of churn is typically a failure to understand and achieve your customer’s business outcomes. How do you overcome this and prevent the cycle of churn from reoccurring?

All too often there isn’t a systematic approach to tracking business outcome achievement in Customer Success. This results in surprise churn or something akin to it. A way to combat this is to create a coordinated engagement approach with your customers that is truly meaningful.

marketingandsales

Marketing & Sales

This post was originally posted on <a href="https://www.thesuccessleague.io/blog/2019/12/30/how-to-achieve-your-customers-outcomes-via-meaningful-engagements">The Success League </a>.

“I can’t believe that customer is going to churn! Their usage looks great and we’ve met a few times recently. This was a complete surprise.” This conversation happens too often within many Customer Success (CS) organizations. The root cause of churn is typically a failure to understand and achieve your customer’s business outcomes. How do you overcome this and prevent the cycle of churn from reoccurring?

Meaningful Engagements: How to Achieve Your Customer’s Outcomes

How CS teams track business outcome achievement

The 3 components to implementing a meaningful engagement strategy

Sheila James's ideas are part of this journey:

Related collections

Similar ideas