How can you determine the right frequency for follow-up communication with customers?

One way I have found helpful is ensuring there is open, transparent and reliable interaction with the customers.The customer engagement process may look complex or involve multiple tools and resources but it is the simplicity in keeping the communication alive that truly matters. That is: 1. Honest feedback. 2. Prompt responses. 3. Acknowledgment of any errors. 4. Capture all concerns and ensure they are addressed. The customer is always right has been a popular mantra, however I challenge the same especially where technology is involved and continuous research and development employed. In this case, we would act as trusted advisors, obviously taking into account customer’s objectives but also being able to give the right solution.

Determining the right frequency of communication with customers by knowing their preferences involves a combination of direct feedback, data analysis, personalization, testing, and industry insights. By aligning communication strategies with customer preferences, businesses can enhance customer satisfaction and foster long-term relationships.

The first step to deciding the communication frequency is to establish two things - a suitable date and time for both parties and at least two preferred methods of communication - email/text/call etc. Having two methods of live communication will help better understand their objections and it allows you to adjust your pitch accordingly. It is also necessary to make sure to decide on the next date and time at the end of every call and if in case there is any change, we can always let them know through the secondary mode of communication.

"It's based purely on your engagement levels with customers . It's not limited to just one contact per account; create multiple levels of contact with all high-potential customers. Engage with them not only formally but also informally or casually to avoid limitations."

I would say to my clients "There is a fine line between persistence and annoyance...please let me know if I cross it!" Also, I would never follow up to just follow up - always offer the client something to help them make their decision easier - that way you are not just 'following up' and because you have provided the client with additional value, they are more likely to provide you with further insight into the sales process.

Don't call your customer only to say hello and ask how is his Family...bring value to the conversation. Share ideas, insights which will make his business better and improve a process. Any interaction should be valuable and straight to the point.

When running a service channel I have found that generic communications can often create customer dissatisfaction. A poorly crafted message can trigger new (and unanswered) questions by the customer and do more harm than good. Do this too often and your customer will never read anything that you send. Using your customer's name is a great help in getting them to read on.

Cherchez à capter l'attention de vos prospects, des sujets intéressants qui suscitent l'intérêt de vos interlocuteurs, à travers le partage vos valeurs et votre visions ainsi que les expériences de vos clients satisfaits.

one thing i have found useful is to understands verbal ,non verbal needs of customers and his/her organization --always look to address both the issues by giving quality inputs

In sales there is a fine line between being helpful and being a nuisance. To stay on the right side of the line, where your communication is positive, there needs to be permission/agreeance from the prospect OR new added value and a reason for relevance to their position. Both are important, but either will maintain your status with the prospect as someone that is a value to speak with.

The customization of the contact plan based on the preferences and needs of each customer is crucial to establishing a strong and trustworthy customer relationship.

This means keeping an eye on how people are engaging with what you do, regularly checking what customers say, and changing your plan if needed. By making sure you reach out at the right time with things that matter to your audience, this way of working strengthens connections and makes success more likely.

Clients segmentation is key, this will make it easier to identify their unique needs, and continue to string them along as their needs change. Periodic review of data base information is important in ensuring the continuous relevance of the information is the systems.

Wenn du spielen willst, musst du das Spielfeld im Auge behalten. Versteh mich nicht falsch, es geht nicht nur darum, Leads in die Pipeline zu werfen, sondern auch zu sehen, wie sie convertieren. Klickraten, Antwortraten, Closings – das sind deine Statistiken, deine Spielzüge. Wenn die Zahlen schw?cheln, ?ndere das Spiel. Reduziere die Frequenz, misch die Strategie auf. Aber wenn du aufsteigende Zahlen siehst, gib Gas. Mehr Kommunikation, mehr Anreize. Das ist kein Wunschgedanke, das ist schlicht und einfach unser Business. Halte den Rhythmus, pass dich an, und du wirst nicht nur im Spiel bleiben, sondern das Spielfeld einnehmen.

It is important to pay attention to the customer feedback but also remember that the client has other things happening in their business or personal lives. Just because they don't engage doesn't mean they don't have interest. There might be other fires more pressing. Be persistent in your approach. Don't give up after one failed attempt.

From my personal experience in the SaaS ecosystem, the follow-up cadence of 5-7 emails in a span of 21-30 days is ideal. This way, we are able to retarget customers on a quarterly basis.

As per my experience we should follow them up once a week trough calls or text. And ask them about their thought what they have decided.

Algo que sinto que útil no dia a dia é ter clareza na comunica??o, assim ter em m?os um programa de atende alinhado com o perfil do cliente fica mais objetivo o atendimento.

In my experience, following a schedule is important for both customer communication and the representative managing the relationship. Whether you have a CRM or manually working on a Pipeline. Documenting your interactions and continuing to build on that will only help build the relationship and trust. As for the frequency, this has a lot of variables that need to be taken into consideration, from the solution, industry, current relationship level, and more.

Establishing a cadence is crucial, and based on my experience, there's no one-size-fits-all magic sequence or frequency. It varies depending on your solution, your specific buyers, the timing of your outreach, and their individual levels of busyness. Understanding your buyers is paramount, as it helps in crafting a cadence that truly engages them. Therefore, consistent testing and ongoing adjustments to your cadence, informed by the outcomes, are essential for optimizing effectiveness.

We always use A/B testing when trialing any new communication. We track things like open rate and response/call-in rate very closely. By doing so we learn a lot. Most follow up communications are are sent intending to be proactive and personalized, attempting to to anticipate the customer's need and/or questions in advance. Through test and optimize A/B testing we were able to modify flaws in communications that drove more calls than they saved (the opposite of what we were going for) and make adjustments to maximize customer satisfaction.

I see this covered under points 1 to 4. Finding the sweet spot in my opinion is impossible when it comes to selling Solutions; reason being that you are running a dynamic business and attempting to cooperate with another dynamic business. On both ends there are charging priorities, changing teams, variable holiday calendars, etc… what seems to be a sweet spot now might not be the same a few months down the line. Monitoring + staying close + listening + adjusting + repeat is in my opinion gets the best results. We are not machines dealing with machines, so we cannot expect consistent inputs and outputs.

Es geht um deinen Wunsch zu optimieren, was optimiert werden kann. Nutze Testm?glichkeiten, Umfragen und tiefgreifende Analysen, um die perfekte Frequenz für jedes Kundensegment herauszufinden. Deine zu testenden Faktoren sind: Tageszeiten, Tage, Kan?le und Formate, als w?re es deine Stichprobenanalysen. Dein Ziel ist es den Sweet Spot zu finden, der deine Ergebnisse maximiert und gleichzeitig deine zu aufwendenden Zeitressourcen minimiert. Kommunikation ist dein Frontend, und du bist der Analytiker, der am Backend arbeitet. Mach es richtig und du wirst nicht nur geh?rt, sondern auch verstanden.

Absolutely, the fifth step you mentioned is crucial in the process of refining and optimizing your follow-up strategy. Continuous testing and optimization are key components of a successful customer engagement plan. Here are some additional insights into this step: 1.A/B Testing 2.Surveys and Feedback 3.Analytics and Reporting 4.Experimentation with Timing and Channels 5.Segmentation 6.Cost-Benefit Analysis By consistently testing and optimizing your follow-up communication, you can create a more personalized and effective engagement strategy that resonates with your customers, leading to improved sales performance and increased customer satisfaction.

There’s an adage streaming along the flow of “Test the waters first.” Allowing your approach to improvically “Test”not only helps discover the full cycle process, but also integrates the aforementioned steps i.e. Knowing your customer's preferences, provide value and relevance, monitor and adjust, follow a schedule, and respect boundaries while allowing you to then “Optimize” the frequency of the system in its entirety. Testing allows mistakes, growth, success, understanding, knowledge, and wisdom. That’s what I’m selling!

first rule is to listen to your customers. Definitely, master the skills of building relations with them. Respect is build on trust. Learning not to be pushy if the customer is withdrawing. Let them feel they decide on the intensity of the communication but also do not let them down when promising. Balance. Treat them as you want to be treated.... which so often depends on personality type... Learn how to read personalities

When you follow up on the right way and at the right time it's important not to raise the volume and being spam or over communicator and this is related to the above contribution that if you asked him when to follow up you will give your self the permission to contact him without the fear of objection.

It must be understood that although a customer/ prospect may be your biggest priority, you wont always be theirs. They will have other focuses and priorities and that's ok. Focus on building the relationship at a respectable level and they will call on you when your at the top of THEIR list.

A practice I’ve always used when communicating with prospects is to be “ pleasantly persistent”. As a professional it is important to keep in touch with a prospect in a persistent manner. While pleasantly keeping your proposition interesting. Remember, your prospect is also a professional with an important decision to make for their organization. Your persistence is an outcome of your passion that your product/ service is the best solution for that organization.

If you're not getting a response from a prospect, it's crucial to avoid the risk of being blocked. One effective strategy, especially when dealing with larger organizations, is to target several key players who genuinely see the value in what you offer and the ongoing conversation. This way, you increase the chances of grabbing the attention of at least one of them.

We all know that follow up takes time and several touch points are often needed before a target will respond. Research varies, but it could be between 7-10 times, and most people will give up after 2 or 3. It’s a balance. Yes to perseverance, but most importantly, make sure you’re following up with value and something of relevance to that client. If it’s a repeat of the same request, then don’t expect a response - clearly it’s not hitting the mark. However if you follow up with something of worth to that client - whether that be an invite to an event, free training, an offer to review documents or spend, then maybe it will tap into their ‘need’. Providing a personalised solution can work wonders - and try a telephone call, not just email!

In my experience for large B2B sales, there is no written rules, but sales person can create several opportunities to interact with prospects which will drive the sales cycle. Such events could be like demo, finalization of SOW, creation of project plan, introduction of new technology or new products while sales cycle in on, defining use cases, demos exclusively related to customer use cases. thanks and happy selling.

1) First thing to remember is to understand customers need 2) once you trust customers need matches your solution requirement ,it’s important to try to get a timeline of decision making 3) understand what are the challenges that he may be facing for arriving at a decision . 4) build confidence that you will support in finding solutions 5) after that objective is simple reminders that you are available when he needs 6) the reminders should match the timeline of decision making and increase closer to decision time . 7) most important reminders should have a possible solution/ ideation to his challenges /or perceived challenges as per us

Follow up communication should consist of added value to the customer. It all depends on the industry/service provided in question, but no matter what the product or service is, there must be “something more” a company offers to the client/customer. A new or updated information, something that completely resonates with the initial product/service sold.

Through my experience, I've discovered that the most effective method to gauge follow-up frequency is by engaging customers directly. Inquire about their preferred reminder and contact timings. Repeated calls and emails can be bothersome, making it essential to seek their input for a more considerate approach.