Customer Retention Strategies Process Playbook

This detailed playbook provides customer success teams, account managers, and customer retention managers with a structured framework for managing customer retention strategies within an organisation.
It includes:
– Step-by-Step Process Flow: Outlines essential subprocesses such as Customer Engagement, Customer Health Monitoring, Feedback and Improvement, and Loyalty Programme Management, with clear actions, decision points, and feedback mechanisms to ensure customers remain engaged and loyal, reducing churn and enhancing long-term satisfaction.
– RACI Framework: Clearly defines roles and responsibilities for each task in the retention process, ensuring that customer retention managers, data analysts, marketing specialists, and customer service representatives are accountable and engaged at every stage, promoting a customer-centric retention strategy.