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Customer loyalty is crucial for business growth and customer retention. In this interview, we talk about increasing customer loyalty through a strategic customer loyalty plan.
A key element of customer retention is a compelling plan tailored to both high-touch customers and strategic accounts.
To be successful, effective change leadership is essential, using John Kotter's eight-step plan as a guide. This includes creating urgency, building a leadership coalition, and developing a strategic vision. To engage and empower the organization, the vision must be communicated, actions empowered, and short-term wins achieved. Finally, sustainable change requires continuous acceleration and institutionalization.
Identifying the right strategies for success is critical to creating an engagement plan that meets customer needs. The actual strategic customer engagement plan involves developing a shared customer engagement plan.
To understand the impact of the plan, it must be measured. By creating a framework for customer retention, companies can increase satisfaction and loyalty and drive growth.
Overall, this interview provides valuable insight into the importance of customer retention and how a solid plan can lead to long-term success.
00:00 Introduction
00:59 Strategic customer loyalty plan
03:23 Using the Engagement Plan
07:49 Create a sense of urgency
09:50 Successful games
12:20 Results
15:28 Example result
20:06 Result status
28:54 Implementation
30:22 Change of institute
32:42 Implementation of the framework
ABOUT OUR SPECIAL GUEST
Mohammed Alqaq is an experienced customer success and professional services executive with a proven track record of accelerating revenue generation and building and maintaining customer relationships. He has delivered exceptional results as a customer success manager and professional services provider for the past 17 years.
You can contact Mohammed via his LinkedIn profile:
https://www.linkedin.com/in/mohammedalqaq/
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Additional resources
Link to the book on Amazon: https://www.amazon.com/Leading-Change-New-Preface-Author/dp/1422186431
Download: Strategic Customer Engagement Plan Template
https://www.csmpractice.com/customer-strategic-engagement-plan-template
Read: Building a proactive, data-driven customer success engagement
https://www.csmpractice.com/building-a-proactive-data-driven-customer-success-engagement/
Watch: Defining an Effective Success Plan Strategy for CSMs
https://youtu.be/4jZgcAFP9HE
Watch: How to create SUCCESS PLANS that aren't boring
https://youtu.be/hB8VBShsG8I
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