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.
Each focus area has its own objectives, projects, and KPIs to ensure that the strategy is comprehensive and effective.
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.
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.
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.
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.
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.
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