Deciding when and how to contact your customers to maximize customer relationships is an ongoing task for every organisation. Getting the delicate balance between too much contact and not enough contact is difficult, and still you need to focus on it every day to get it right.
Right up front, you should invest some time and effort in developing and mapping an effective customer lifecycle journey for each type of customer. This gives you a starting point for contacting your customers in an effective manner.
This can start simple and be built out as you go, but you need to start with a base line work from. [Read more…]