COMMUNICATION-INFLUENCE1 MIN READ
Improving Customer Retention
Use the GROW model to clarify goals and commitment in customer success.
Improving Customer Retention SCENARIO · COACHING A PEER Alicia, a Customer Success Manager, wants to boost client retention rates this quarter. The situation 0:00 The exchange 0:03 The takeaway 0:37 James Alicia, what’s your main goal for improving customer retention this quarter? 0:08 Alicia I want to increase our retention rate by 15%. 0:11 What’s the current retention rate looking like, and what challenges are you facing? 0:16 We're at 70%, and clients feel overlooked after the initial sale.
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