Here's how you can cultivate robust relationships with key stakeholders as a customer retention professional.

One of the worst things in a conversation is when someone is speaking, and you're already thinking of a similar story from your own experience to overshadow the other person's point. This is human nature, and we must strive against it. Be present in the conversation, don't drift away mentally, listen, understand what the person is trying to convey, ask questions, and learn from what is being shared. Try to understand how the person feels about the topic and what they think should be different. When someone speaks, they want to be heard, and if they feel you are truly there, you establish a genuine connection and build trust.

Cultivate robust relationships with key stakeholders by understanding their needs and goals. Communicate proactively and transparently, ensuring alignment with their expectations. Collaborate on initiatives that benefit both parties, such as co-marketing or product co-development. Provide regular updates and seek feedback to maintain engagement and trust. Demonstrate reliability and integrity in all interactions. By nurturing these relationships strategically, customer retention professionals can foster strong partnerships that support long-term business growth.

I agree and be mindful. Most people enjoy talking about themselves, so ask questions that will allow them to do just that. This will also be a big icebreaker.

Listen to what's not said. If they ask if there is any plan considering automation, it's not curiosity, they don't have time for curiosity questions, what they mean is - what is your plan for automation? Also, another part of listening is listening to the body language, so whenever possible, have your meetings with 2 screens in case you have to share screen, this way you can keep an eye on their faces and have a sense of their feel for what you are saying.

La escucha activa es fundamental para comprender verdaderamente las necesidades y preocupaciones de las partes interesadas. Personalizar las interacciones muestra un compromiso genuino y atención a los detalles específicos de cada parte interesada. Aportar valor constantemente a través de soluciones efectivas y relevantes fortalece la confianza. Ser proactivo en la comunicación y en la resolución de problemas demuestra responsabilidad y liderazgo. Mantener la coherencia en todas las interacciones asegura una relación estable y confiable. Buscar retroalimentación regularmente permite ajustes y mejoras continuas en la estrategia.

Cultivating robust relationships with key stakeholders is crucial, and this can be achieved by regularly engaging with them through personalized communication. Scheduling regular check-ins, personalizing your approach, and being approachable, responsive, and empathetic in your interactions. Being proactive in sharing relevant information and resources, and adapting communication channels that suit individual preferences. This will strengthen relationships, build trust, drive loyalty, and ultimately lead to increased customer retention and improved collaboration.

At TruVue, one of our core values is "Pay it Forward," which means giving more than we take. We prioritize generosity and support, believing in giving first and often. This isn't just a business strategy; it's a way of life that shapes everything we do. By consistently providing value to our stakeholders through high-quality products, exceptional service, and valuable insights, we meet and exceed their expectations. This approach strengthens relationships and encourages repeat engagement.

You'll never know the answer if you don't ask. While survey fatigue is real, the key is ensuring you at least ask the question. If you've built strong relationships, your customers want to help you improve their experience with your product. Regularly seeking feedback shows you value their opinion and are willing to act on it. This open dialogue not only fine-tunes your offerings but also keeps stakeholders engaged and invested in the relationship.

What has helped me is trying to deliver what the customer is looking to achieve. A business relationship has a goal and timeline. If you're able to be a strong advocate of your client within your company, escalate and resolve their issues, you'll build a strong foundation of trust and communication. Try to have MEANINGFUL, goal oriented conversations.