In the outside-in organization, growth is multidimensional and multidirectional. You grow by moving customers up the value and engagement continuum and, in the process, developing your organization’s capabilities and relationships with customers. The more strategic and collaborative the relationships are, the higher their value and capacity for engagement. The levels of customer relationships in the Outside-in Retention Strategy graphic above are determined by the value members perceive they derive from your association and the outcomes they experience from it. These levels are detailed below.
The Path to Growth & Retention
Where do your members/customers place within the continuum?
Learn how to group members/customers on their terms, on the basis of the value they experience.