{"id":251603,"date":"2021-11-30T00:00:00","date_gmt":"2021-11-30T05:00:00","guid":{"rendered":"https:\/\/www.servicexrg.com\/blog\/retention-is-a-strategic-priority\/"},"modified":"2026-01-15T16:09:44","modified_gmt":"2026-01-15T21:09:44","slug":"retention-is-a-strategic-priority","status":"publish","type":"post","link":"https:\/\/www.servicexrg.com\/blog\/retention-is-a-strategic-priority\/","title":{"rendered":"Retention is Paramount \u2013 Make it a Strategic Priority!"},"content":{"rendered":"<div class=\"et_pb_row_inner et_pb_row_inner_0\">\n<div class=\"et_pb_column et_pb_column_4_4 et_pb_column_inner et_pb_column_inner_0 et-last-child\">\n<div class=\"et_pb_module et_pb_text et_pb_text_0 et_pb_text_align_left et_pb_bg_layout_light\">\n<div class=\"et_pb_text_inner\">\n<p class=\"p-lead\">We have become too dependent on electronic surveys and NPS\/CSat scores to tell us that our customers are okay. This cannot always provide enough insights to tell us why we lose customers.\u00a0 To reduce churn, you need to do more.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<div class=\"et_pb_row_inner et_pb_row_inner_1\">\n<div class=\"et_pb_column et_pb_column_4_4 et_pb_column_inner et_pb_column_inner_1 et-last-child\">\n<div class=\"et_pb_module et_pb_text et_pb_text_1 et_pb_text_align_left et_pb_bg_layout_light\">\n<div class=\"et_pb_text_inner\">\n<h2>Less NPS \/ More High-Touch Understanding<\/h2>\n<p>We have become too dependent on electronic surveys and NPS\/CSat scores to tell us that our customers are okay. These are fine indicators but do not always tell us why we lose customers. Frankly many of the customers we lose may never have shared feedback through voice of the customer campaigns.<\/p>\n<p>To mitigate churn, we need to dig deeper to understand why a customer stops (or never starts) using a product or why they do not perceive value from the services they pay for.<\/p>\n<p>The best way to do this \u2013 pick up the phone or visit your customers and listen to their concerns! Don\u2019t wait for customers to cancel before engaging them.<\/p>\n<h2>How We Keep Customers<\/h2>\n<p>Not every relationship can (or should) be retained, but if you listen carefully enough you will find that you can address many top churn factors.\u00a0 Onboarding, adoption, success planning and account management are all powerful tools to mitigate risk factors.<\/p>\n<p>Principles and practices of customer success are taking us in the right direction with an emphasis on retaining existing relationships. We need to make certain that we avoid the temptations to rely too much on tech-touch and keep personal channels of communication open with customers \u2013 especially the ones we do not hear from on a regular basis.<\/p>\n<h2>The Bottom Line<\/h2>\n<p>Retention of both relationships and revenue are critical indicators of business health.\u00a0 Understand retention levels and underlying factors that influence them. Retention is paramount \u2013 make it a strategic priority!<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>We have become too dependent on electronic surveys and NPS\/CSat scores to tell us that our customers are okay. This cannot always provide enough insights to tell us why we &hellip;<\/p>\n","protected":false},"author":4,"featured_media":251604,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":"","_wp_rev_ctl_limit":""},"categories":[27,35,13],"tags":[36,38,39,40,41,42,43,44,45],"class_list":["post-251603","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-insights","category-retain","category-strategy","tag-attach","tag-growth","tag-on-time-renewal","tag-recurring-revenue","tag-renewal","tag-sales","tag-service-onboarding","tag-value-proposition","tag-win-back","post_outcome-retain-customers","post_activity-customer-success"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/posts\/251603","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/users\/4"}],"replies":[{"embeddable":true,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/comments?post=251603"}],"version-history":[{"count":8,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/posts\/251603\/revisions"}],"predecessor-version":[{"id":254901,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/posts\/251603\/revisions\/254901"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/media\/251604"}],"wp:attachment":[{"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/media?parent=251603"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/categories?post=251603"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/tags?post=251603"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}