I want to design a CRM campaign wherein I want to retain a customer (i.e., persuade the insurance policy holder to not let her policy expire). How can I prioritize my calls? Can I use a customer segmentation strategy to target my calls and, if so, how can this be achieved?
A customer segmentation strategy may assist in targeting the right customers for retention. But it requires in-depth modeling to identify the right retention model. There are too many details to share in such a short answer. But you may want to start in a simple way. Search for all the customers who are up for renewal and check their customer service file to see if they had a problem with the company in the last 12 months. These are the top customers who may be in danger of leaving. Design a program to get them to stay while recognizing the difficulty they experienced.
Submit your question to Lior Arussy by emailing editor@searchCRM.com
Dig Deeper on Oracle CRM
Related Q&A from Lior Arussy
Read about how to make a more customer-centered and innovative workplace organizational culture, with tips on collaboration, education and the voice ... Continue Reading
Learn customer experience metrics, including how to track and measure the impact a website redesign may have on the online customer experience, in ... Continue Reading
Learn about the role of the performance measurement analyst and their responsibilities, including establishing the right metrics to measure the ... Continue Reading