What is a Customer Engagement Plan?
A customer engagement plan is a strategy designed to improve customer experience and engagement. It outlines the goals, objectives, and actions that need to be taken in order to increase customer retention and satisfaction. The plan should also include measurable targets (KPIs) to track progress, and related projects to help achieve the desired results.
What's included in this Customer Engagement Plan template?
- 3 focus areas
- 6 objectives
- 6 projects
- 6 KPIs
Each focus area has its own objectives, projects, and KPIs to ensure that the strategy is comprehensive and effective.
Who is the Customer Engagement Plan template for?
This customer engagement plan template is ideal for customer success leaders, marketing teams, and sales teams in any industry. It is designed to help teams create an effective plan to engage with customers and improve their experience.
1. Define clear examples of your focus areas
Focus areas are the overarching goals of your customer engagement plan.
Examples of strategic focus areas that could fall under a Customer Engagement Plan could be: Improve Customer Engagement, Increase Customer Loyalty, and Improve Customer Satisfaction.
2. Think about the objectives that could fall under that focus area
Objectives are specific goals and outcomes that are needed to achieve the focus area. For example, an objective under increasing customer retention could be to increase customer outreach, or an objective under improving customer satisfaction could be to increase customer feedback.
3. Set measurable targets (KPIs) to tackle the objective
KPIs (key performance indicators) are measurable targets that can be set to track progress. Examples of KPIs could include increasing the number of customer touchpoints from 5 to 10, or increasing customer satisfaction scores from 70 to 90.
4. Implement related projects to achieve the KPIs
Projects (actions) are the activities that need to be carried out in order to achieve the KPIs. Examples of projects could include increasing customer outreach, or increasing customer loyalty.
5. Utilize Cascade Strategy Execution Platform to see faster results from your strategy
Cascade is a strategy execution platform that helps teams easily track and measure progress towards their customer engagement goals. Cascade provides powerful tools to help you create, track and measure your customer engagement strategy, so you can see faster results.