Customer Engagement

Customer Engagement

We believe in meeting you where you are on your journey and helping you attain your desired customer engagement goals. Whether you have a Customer Success team that needs tools, process, and structure or are just starting out on the path to customer-centricity, our modular solutions can be used by themselves or in combination to build a program that drives retention, revenue growth, and customer satisfaction.

Click on the headings below to explore each area

Engagement Strategy

Companies that are truly customer-centric put their customers at the center of everything they do. That doesn’t mean ignoring shareholders, outside stakeholders, and employees. There’s a balance to be struck and the customer perspective must have a seat at the C-suite table.

Centric will help you develop an engagement strategy that works for you and fits your budget. Whether your customers are SMBs or Enterprise-size, having the right engagement strategy will extend customer lifetime value and help you build deeper, more meaningful relationships.

Onboarding, Implementation & Adoption

Congratulations! The sale is closed and it’s time to get to work. The next phase of your new customer relationship is critical to their future success. Providing new customers with an awesome onboarding experience sets the relationship on a great path to mutual success…or spells doom and likely ends in churn.

The right processes completed at the right time by the right team members can increase time-to-value. When designing an onboarding and implementation strategy, we build overlap between handoffs and alleviate service and communication gaps.

Product training must be designed with the customer in mind and ensuring that your customers understand how to use your products will jump-start the adoption process. Tracking adoption is critical to future success. Whether you’re selling licenses, watching page views, or tracking login statistics, if customers are not using your products, they’re not receiving value and will find other solutions to their business problems. Centric will pinpoint the meaningful measures for your business and help you drive Adoption.

Business Reviews (QBR/EBR)

Whether you conduct Quarterly Business Reviews (QBRs) or Executive Business Reviews (EBRs) or both, timely and effective customer communications provide more than data. They provide insights, the ability to build solid relationships, adjust direction, and create new revenue opportunities.

Centric’s process for designing forward-looking Business Reviews will enable you to stay connected to your customer’s most important goals and objectives, and validate that you’re on the right track to delivering exceptional outcomes.

Voice of the Customer (VoC) Programs

There’s a reason we have two ears and one mouth. We should listen twice as much as we talk.

Well-conceived VoC programs enable you to gain timely customer feedback on the most critical touchpoints along the customer journey. Pulse surveys measure satisfaction at pre-schedule time intervals and Transactional Surveys measure satisfaction tied to specific actions. Utilizing a closed-loop action process enables you to quickly gain additional insights, solve problems, and increase customer satisfaction.

Timely feedback creates opportunities for cross-functional collaboration and can drive operational excellence and product ideation.

Centric can design the right VoC program to give you the information you need to react quickly to customer sentiment and drive satisfaction.

Executive Engagement Programs

Customer Advisory Boards – Advisory boards are designed to expand customer relationships and create deep collaboration. An advisory board can provide insights into your future strategy, product/service roadmap, expansion opportunities, and more.

Executive Sponsor Programs – Connecting top-executives between your company and your customers can drive deep insight into strategy (yours and your customer’s), relationships, and goals. A well-designed Executive Sponsor Program pays dividends for both companies and creates partnerships that often can’t be achieved through day-to-day contacts.

Executive engagement is critical to retention. Talk with us about an Executive Engagement program that makes sense for you.