How to use retain for CS
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Don’t just win back lost customers, don't lose them in the first place—keep your existing customers engaged, satisfied, and loyal for the long haul. Retain empowers your customer success and sales teams to monitor lifetime engagement, identify early warning signs of churn, and deliver proactive support that drives satisfaction, boosts NPS, and maximizes customer lifetime value.
The retention module is designed to help prevent churn and improve customer satisfaction.
All the modules are focused on helping you drive revenue, so the first part of the dashboard shows you financial and timing information.
It will also help you filter and rank your customers so that you can focus quickly on those with renewals soon, those that are losing engagement to remediate, or those that are highly engaged, where we can get a great NPS score, ask for a referral, or get a case study.
Retain allows you to update and change ARR manually - this is by design as we dont want to mess with your CRM data, but still allow you to filter easily. It's a simple way to rank your customers by scale/importance and update the indicators over time as the lifecycle progresses.
It will also help you target customers who are "in the product" and likely receptive to your call or email at that time—these are in the customer and contact UI. Reaching out when they are live will increase your chances of a positive conversation and move the engagement forward.
Work on the buying committee—Zengain shows everyone in the account/customer and lets you you should pay attention to in the management process. It also gives you a snapshot of what's happening in the customer: who's highly engaged (champion?), who's trying what features, and who hasn't even tried it yet!
Then, you drill down to a contact level and see a timeline of activities, which allows you to decide on the best way to keep your customers happy and engaged and gain value.
Zengain will alert you when a customer's engagement level drops so you can look at their titles (roles), backgrounds, and activities to help prevent churn, i.e., engage with the new user and help them succeed quickly or remediate any issues.
Easily search for the customer or contact you want more information about.