What do you do if your customer retention metrics are affected by the implementation of new technology?

Engage & train the users Monitor usage closely and ensure adoption Conduct open hours to understand blockers Taking feedback and communicate it to internal stakeholders & product owners

You can calculate it by dividing the number of employees at the end of the period by the number of employees at the beginning, and multiplying by 100. A high retention rate indicates that your employees are satisfied and loyal, while a low one suggests that you have a problem with turnover and engagement.

If it isn’t working for retention then consider the target prefers a different experience. Perhaps more personal than new technology offers. My regional customer base may not have fax or email. So we have to provide the kind of experience the consumer is comfortable with and not train our client base to adapt.

Very simple. Adaptation. Develop your mind. You don’t get in life what you want you get in life what you are. Develop your skills.

If this is really the case I would strongly recommend to check the customer-product fit ie the ability of your product to meet the needs of your customers. Understand why your customers are leaving. Another root cause is that you might have initated a strategic shift in your company. In this case the retention decline might be expected.

Offer training sessions or resources to help your customers understand and effectively use the new technology. The better they understand it, the more likely they are to continue using your product or service.

Customer engagement encompasses interest, loyalty, and commitment. All these factors are paramount to business growth. In short, an engaged customer is a happy and loyal customer, who is likely to stay on board and recommend your services to their friends, family, on public forums, and other word-of-mouth channels.

A technology’s purpose shouldn’t be a widely held secret. It’s critical to remember everyone impacted by new technology needs to understand the benefit to them, not just the benefit to the business that’s implementing it. Adoption and a positive user impact actually begins before the new technology is deployed, when its purpose and value are conveyed correctly.

One of the key aspects of retention metrics is to study competitor analysis every three months. This will help you keep improvising your product, keeping it updated making sure your team is delivering high standards of quality and is absolutely updated with the newest technology

Something I've seen work well among the cell phone companies is to ramp up the marketing surrounding the ease of use and benefits to the customer using the new technology. Examples include video marketing that shows customers using the new interface and easily obtaining their desired result. It's also helpful to include soundbite video testimonials of actual customers who have used it and enjoyed it.

You should focus on the key skills and behaviors that drive customer retention, such as communication, listening, empathy, problem-solving, value proposition, upselling, cross-selling, loyalty programs, referrals, and testimonials.

Its also important to focus on people engagement... are you treating your people the way you want them to treat your customers/clients? Its also important to drive a culture of exceeding cx expectations and measure this and reward and recognise the right behaviours.

Change is hard, and it takes multiple training sessions for your team to become an expert. Set time aside for your team to dig into the new technology via multiple learning methods - reading about the new technology, watching training videos, working with the technology hands-on, and teaching the technology to a peer. Remember that people learn differently - make sure you are giving them plenty of opportunities!

Your customer-facing staff are your front line when it comes to retention. Ensure they are fully trained on the new technology and understand its benefits. This enables them to assist customers effectively and confidently advocate for the new system. Staff who are well-versed in the technology can help ease customer concerns and highlight new features that improve the user experience.

Ensure that your staff has first hand experience using the technology on your platform. Help your staff lead the customer interaction by listening to the customer’s frustration and relating to it from experience. Prepare them to offer first hand guidance instead of second hand information.

Customer experience optimization is the continual process of using data to improve your interactions with customers across all channels. Improving customer experience comes in many forms, including: Meeting customer expectations. Increasing customer engagement.

By closely monitoring the customer retention rate, businesses can pinpoint areas of improvement, devise strategies to enhance customer satisfaction and loyalty, and ultimately increase profitability.

Engaging with new technology requires organizational change management skills that empower teams. Offering meaningful incentives encourages teams to approach new technology with a positive outlook. When you reward teams with a meaningful incentive, it not only increases morale, but also the speed of adoption. However, the key is "meaningful." Consider the time and care it requires to learn the new technology, and come up with an incentive that is representative or related to the positive change they're making.

The best way to deal with inevitable change is to comprehensively manage it. Create specific plans and storylines, as to why this new technology is valuable to your client. What are the best practices around its adoption? What happens if the adoption doesn't happen? And how will it impact your client's metrics? This strong story will drive your point. And finally, what does success mean for you and how will you measure it.

Your client POC might not be interested in adopting something new. It is a very real possibility that the new technology is not relevant to them. My suggestion here would be to leverage your existing relationship to pull in new POCs who might be interested.