Customer Engagement for Revenue
Shift Your Strategic Approach to Achieve Business Objectives
All too often, when enterprises talk about their customer engagement strategy, they typically frame their focus and define their strategy around improving customer service, customer loyalty, advocacy or increasing emotional connections with customers. The lack of focus on the revenue impact of customer engagement is fundamentally flawed. Simply put, the goal of every customer engagement strategy is revenue. Enterprises who start with that premise can alter their strategic approach and dramatically increase revenue.
This whitepaper describes the direct relationship between customer engagement and ROI, and offers 5 recommendations to focus your engagement strategies on maximizing short and long-term ROI:
- Target Your Engagement and Provide Options
- Treat human to human interaction as a high value conversion event
- Think of staff as both a revenue generating resource and a customer service resource
- Provide staff with directional intelligence before, during and after engagement
- Use engagements as intelligence for personalization