[Posted by Jennifer Minko,
Sr. Manager, Field Marketing, Neolane, Inc.]

During a recent Neolane webinar with Susan Connors, vice president, client engagement at Quaero, a CSG Solution, she outlined six key components for building effective, sustainable customer contact strategies. In the session, “Customer Contact Strategies: Beyond Just Marketing,” she outlined tactics to leverage multiple communication channels and touch points, explaining how to send the right messages and offers while minimizing fatigue and strengthening customer relationships.

In order to optimize customer contact strategies, Susan emphasized the importance of first understanding the customer and related channel preferences. Marketers should also take the time to review historical data and predictive behaviors, this will allow them to better personalize content while ensuring messages are consistent across all channels.

In the following webinar clip, Susan shares an example from a communications service provider and outlines four key components for providing customers with analytics-driven, highly personalized messaging and offers.

Watch the complete webinar replay to learn more about creating an informed plan and executing successful customer contact strategies.