Problem
The case study presents two main problems:
1. Customer churn is high. In the past year, the company has lost 10% of its customers.
2. Customer satisfaction is low. Only 60% of customers are satisfied with their experience with the company.
Discussion with Sales Manager
I need to discuss the following with my sales manager:
* The reasons for the high customer churn and low customer satisfaction.
* The impact of these problems on the company's bottom line.
* Possible solutions to the problems.
What is at stake
The company is at risk of losing its customers if it does not address the problems of high churn and low satisfaction. This could lead to a decrease in revenue and profits, and could ultimately damage the company's reputation.
Approach to Customer Service Team
I will approach my customer service team in the following way:
* I will explain the problems of high churn and low satisfaction, and the impact these problems are having on the company.
* I will ask the team for their ideas on how to improve the customer experience.
* I will work with the team to implement changes that will improve the customer experience.
Outcomes
I am hoping to achieve the following outcomes:
* Reduce customer churn by 5%.
* Increase customer satisfaction to 70%.
* Improve the customer experience overall.
I believe that these outcomes are achievable if the company works together to address the problems of high churn and low satisfaction. By working together, we can improve the customer experience and ensure the long-term success of the company.
Additional Considerations
In addition to the problems of high churn and low satisfaction, there are a few other considerations that I will need to discuss with my sales manager and customer service team. These include:
* The company's competitive landscape.
* The company's marketing and sales strategies.
* The company's product and service offerings.
I believe that by taking a holistic approach to the problems, we can develop a comprehensive plan to improve the customer experience and achieve the desired outcomes.