Which strategy should NOT be part of your action when contacting disengaged customers?

Making assumptions about customers' needs can lead to misunderstandings and can alienate them further. Engaging with disengaged customers requires a nuanced approach that shows genuine interest in their unique situations and challenges. Instead of assuming what they might need, it is more effective to reach out with open-ended questions to understand their experiences and gather direct feedback. This allows Customer Success Managers to tailor their approach, demonstrate empathy, and provide value that is relevant and meaningful to the customer.

The other strategies, such as delivering free value, teasing additional value, and creating a seamless call-to-action, are constructive methods to re-engage customers by offering something beneficial and making it easy for them to take the next steps. These strategies foster positive interaction and build trust, which is essential for revitalizing the relationship with disengaged customers.