CUSTOMER SUCCESS
Monetizing Customer Success
Expanding Customer Lifetime Value Through Engagement
Use ongoing engagement strategies to extend customer relationships and drive repeat purchases or renewals.
Why it's Important
Maximizes the revenue potential of each customer.
Encourages loyalty and advocacy over time.
Reduces the cost of reacquiring lost customers.
How to Implement
Create regular touchpoints to showcase product updates or new features.
Host webinars, training sessions, or events to deepen product knowledge.
Use automated reminders for renewals or new feature adoption.
Develop loyalty programs to reward long-term customers.
Collect and act on engagement feedback to refine strategies.
Available Workshops
Engagement Timeline Workshop: Map touchpoints across the customer lifecycle.
Loyalty Program Brainstorm: Design a rewards system for repeat or long-term customers.
Content Development Sprint: Create materials for webinars, newsletters, and events.
Feedback Collection Session: Ask engaged customers for input on improving interactions.
Renewal Simulation: Role-play scenarios to practice seamless renewal conversations.
Adoption Metrics Training: Teach teams to monitor and interpret engagement data.
Deliverables
A calendar of engagement touchpoints and activities.
Loyalty program structure and reward tiers.
Educational content for customer engagement.
How to Measure
Increase in renewal rates and repeat purchases.
Growth in customer lifetime value (CLV).
Participation rates in engagement activities.
Real-World Examples
HubSpot
Engages customers through ongoing training and webinars.
Dropbox
Offers additional storage and features as rewards for referrals and loyalty.
Sephora
Drives repeat purchases through its tiered Beauty Insider loyalty program.
Get It Right
Personalize engagement efforts based on customer segments.
Focus on delivering genuine value at each touchpoint.
Use feedback to refine and optimize programs.
Automate reminders and communications for consistency.
Keep reward programs transparent and achievable.
Don't Make These Mistakes
Ignoring inactive customers when planning engagement strategies.
Overcomplicating loyalty programs, making them hard to understand.
Neglecting to update content or events regularly.
Relying solely on automation without human interaction.
Offering rewards or incentives that don’t resonate with your audience.