5 Powerful Tips to Keep Customers Engaged
One of your top missions is to make sure your customers are using and getting value.
You often struggle with customers who are not using them at their full potential.
Meanwhile, you also have customers who love them.
But they say they don't have time to do even the simplest tasks you want them to complete.
So, here are 5 powerful ways to keep them on track using your solutions:
1. Understand the Real Reason
Ask questions to get to the root of the issue:
"I noticed we haven't made much progress on [task]. What's been stopping you from getting that done?"
"Can you share your top priority at the moment that keeps getting this project set aside?"
"On a scale of 1-10, how much of a priority is [your product] for your team right now?"
See?
You have to find the real reasons, and not the regular cliché “I don’t have time” answers.
Dig deeper, and surface their top priorities.
2. Set Clear Deadlines and Expectations
Hold your customers accountable.
Set precise timelines.
Make sure they understand exactly what's expected and by when:
"To reach [outcome] by [date], it's important we finish [task] by [due date]. Does that timeline work for you?"
"I'm a little worried we're falling behind on getting [your solution] set up. What do you think will happen if we don't have it done by [date]?"
"I know you have a lot going on with [other priority]. Would it help if we got [teammate] involved to own this part?"
Frame the situation as a shared responsibility.
Connect it back to their goals to make them more invested.
Use these life-changing techniques in all your interactions:
3. Use Collaboration Tools
Use project and work management tools like Trello or Asana to keep everyone on the same page.
Bring in structure and make things visible at all levels to keep your customers engaged.
Here are a few options:
Shared Spreadsheets or Kanban Boards
Track tasks, deadlines, and owners in one place.
Communication Platforms
Use Slack, MS Teams, or any other collaborative platforms for regular updates.
Visual Collaboration
Use tools like Miro or Figma to map out the process.
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4. Bring in Executive Sponsors
All right.
By now, you did your best—but a customer keeps deprioritizing your solution.
What else can you do?
It’s time to bring in their executive sponsor or decision-maker.
But, be careful.
Don’t get into complex technical explanations.
Focus on the big-picture with business goals and impact:
"I wanted to give an update on where we're at with [project]. I'm a bit worried we're not making the progress that's important to [executive's name] and your leadership team."
"Given how strategic [your product] is for achieving [customer's] goals, I think it would help to schedule a quick check-in with [executive] to make sure we're aligned."
This will remind them of the importance of your solution for their business.
5. Be a Supportive Partner
Your role is to be a trusted advisor and strategic partner to your customers.
Keep communication lines open.
Show them you understand their challenges and your commitment to their success.
And That’s It
Take charge and keep them on track.
Stay focused on the outcomes you’re shooting for, not the day-to-day challenges.
And be helpful at all times.
After all, this isn't just about metrics.
Do whatever it takes to keep them engaged and excited.
The payoff will be worth it.
I hope that helps.
-Hakan.
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