Customer Retention Strategies Part 3 #accountmanagement #customersuccess

21 Mar 2024 · 1 min

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This content was created by Jermaine Edwards. This content was uploaded by Jermaine Edwards. This is a YouTube video titled "Customer Retention Strategies Part 3 #accountmanagement #customersuccess" (published 2024-03-21). The excerpt is a single-speaker presentation/talk on account management/customer success advising providers to audit their customer conversations weekly — outlining three audit questions and introducing the first: whether conversations have moved the relationship forward. The speaker is not identified in the excerpt.

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Number 3 is audit your customer conversations. Now you're speaking with your customers every day via email, phone, virtual conference, in meetings, all kinds of mechanisms and channels of communication. Often at the end of the week, we look at our goals as according to what the business is asking us to do, or maybe what the customer is asking us to do, but we don't audit the things that really matter in that moment. For that particular week. And there are 3 things I want you to audit about your customer conversations every week. The first is, have you moved the relationship forward? Have the conversations you've had actually moved your relationship forward?