{"id":251679,"date":"2021-06-08T00:00:00","date_gmt":"2021-06-08T04:00:00","guid":{"rendered":"https:\/\/www.servicexrg.com\/blog\/five-customer-engagement-best-practices\/"},"modified":"2026-01-15T17:20:53","modified_gmt":"2026-01-15T22:20:53","slug":"five-customer-engagement-best-practices","status":"publish","type":"post","link":"https:\/\/www.servicexrg.com\/blog\/five-customer-engagement-best-practices\/","title":{"rendered":"Five Customer Engagement Best Practices to Develop, Retain, and Grow Relationships"},"content":{"rendered":"
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Authentic customer engagement is vital to long-term positive relationships with the people who use your products and services. From onboarding to adoption and value realization, your organization should be generating a regular cadence of customer interactions. How do your current interactions stack up to these five customer engagement best practices?<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n

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Effective engagement activities start with understanding your customers\u2019 desired outcomes. They continue with interactions that help them plan for success with your products and services.<\/p>\n

Within all those interactions, it\u2019s critical that clear expectations be set for the type and level of services you can provide your customer. When all members of your team know these expectations, they can then focus of meeting them\u2014and strive to exceed them.<\/p>\n

To accelerate time-to-value, nurture long-term relationships, and drive recurring revenue, leverage these five customer engagement best practices:<\/h2>\n

 <\/p>\n

1.\u00a0Sales Hand-Off<\/strong><\/a><\/h3>\n

Define an effective hand-off from the Sales to Service team.<\/p>\n

2.\u00a0<\/a>Onboarding<\/strong><\/a><\/h3>\n

Provide self-guided or assisted onboarding to all new customers.<\/p>\n

3.\u00a0Customer Outcomes Assessment<\/strong><\/a><\/h3>\n

Identify customer needs and desired outcomes.<\/p>\n

4.\u00a0Success Planning<\/strong><\/a><\/h3>\n

Provide self-guided or assisted success planning.<\/p>\n

5.\u00a0Regular Interactions<\/strong><\/a><\/h3>\n

Assess customer health, provide planning and conduct business and technical reviews.<\/p>\n

Key Customer Engagement Metrics to Know and Use<\/h2>\n

To assess the effectiveness of your Customer Engagement activities, consider the following metrics:<\/p>\n

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  • Success Plan Rate \u2013 Percent of eligible customers with success plan.<\/li>\n
  • % Onboarded \u2013 Percent of new customers successfully onboarded.<\/li>\n
  • Time to Value \u2013 The average time to achieve outcomes and realize value from product.<\/li>\n
  • Adoption Rate \u2013 Percent of customers to reach adoption milestones.<\/li>\n
  • Customer Touchpoints \u2013 The number and frequency of customer interactions through both digital and personal channels.<\/li>\n<\/ul>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

    Customer engagement is vital to long term positive relationships with customers. This article introduces the five essential customer engagement practices necessary to develop, retain and grow customer relationships.<\/p>\n","protected":false},"author":4,"featured_media":251666,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":"","_wp_rev_ctl_limit":""},"categories":[35,51,8,9],"tags":[59,60,54,71,33,62,48,101,72,58],"class_list":["post-251679","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-retain","category-success","category-grow","category-process","tag-adoption","tag-customer-success","tag-digital-engagement","tag-marketing","tag-metrics","tag-outcomes","tag-retention","tag-social-media","tag-success-plan","tag-tech-touch","post_outcome-grow-revenue","post_outcome-retain-customers","post_outcome-success","post_activity-adoption","post_activity-onboarding","post_activity-program-management","post_activity-sales-enablement","post_activity-success-planning"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/posts\/251679","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=251679"}],"version-history":[{"count":9,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/posts\/251679\/revisions"}],"predecessor-version":[{"id":254927,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/posts\/251679\/revisions\/254927"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/media\/251666"}],"wp:attachment":[{"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/media?parent=251679"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/categories?post=251679"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/tags?post=251679"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}