• Skip to main content
  • Skip to primary sidebar

valueSTK

  • Home
  • Services
  • Members
  • Blog
  • INSIGHTS Newsletter

How do you protect and grow an account when the customer is dissatisfied for good reason?

November 15, 2018 by Lori O'Grady Filed Under: The Customer is Everything

How do you protect and grow an account when the customer is dissatisfied for good reason? How do you effect a turn-around?

Key strategies for me are:

  • Actively listen to the customer’s goals and objectives
  • Be clear and direct about the status of problems and what you are doing about it
  • Involve the customer in the solution creation. They know their business the best.
  • Communicate well internally with sales, service, success, development teams. Be on the same page.
  • Create room for your team to work and achieve progress – separate them out and protect them.

More than once, I’ve had to deliver or fix a failing solution for a Platinum customer that was tempted to throw us out. (Or at least threating to.) Buggy software that was either too new or near end-of-life. Customer Executive watching the situatino. Executives on my side also watching. Technical people strained. Account teams trying to sell more. Emotions charged at all ends.

Funny how inserting calm, making sure the team has room to work, listening, being clear and direct… works wonders.

With the result, that a credible relationship is built with the customer and they want to do more business with you.

Tagged With: Churn, Engagement, no-index, Retention

Get your free guide to the top KPIs marketers track to show success on the customer journey.

Sign up to our mailing list and we'll send you the free guide "Key Metrics by Journey Stage". Tracking KPI by a journey stage gives you insight into actions that achieve business results. For the benefit of both the customer and your business.

Primary Sidebar

Categories

  • The Customer is Everything
  • Business Alignment
  • Dashboards and Reports
  • Measurement
  • Technology Stack
  • Also Published On…

Recent Posts

  • Are you waiting for the recession or talking to customers now?
  • Is your online business recession proof?
  • The best onboarding happens without your customer knowing
  • Does your customer transformation wording need a bit of work?
  • Debating a monthly or annual subscription for your members? Is one better?

valueSTK © 2022 Privacy Policy Terms of Use

Sign up to our mailing list and we’ll send you the free guide Key Metrics by Journey Stage

Get your free guide to the top KPIs marketers track to show success on the customer journey.

Sign up to our mailing list and we’ll send you the free guide “Key Metrics by Journey Stage“. Tracking KPI by a journey stage gives you insight into actions that achieve business results. For the benefit of both the customer and your business.

You may unsubscribe from our list at any time.  Terms of Use and Privacy Policy.