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Customer Retention and Conversion: A Framework for Transitioning to Next-Generation Technologies Under Strict Timelines

Author(s) Ravi Sankar Thinnati Palanichamy
Country United States
Abstract The swift integration of advanced technological products can often overwhelm organizations managing customer transitions from legacy systems, posing significant challenges in terms of adoption and retention. This paper addresses the multifaceted issues impeding successful transitions, focusing on the essential marketing and sales strategies needed to facilitate customer conversion under stringent timelines. We propose a structured framework divided into three strategic phases: Preparation and Segmentation, Notification Rollout, and Final Action and Follow-Up, each with specific goals, activities, and measurable outcomes. By segmenting the customer base into Aggressive and Soft approaches, we tailor messaging to optimize communication, maximizing engagement and acceptance rates. Through a combination of multi-channel notifications and real-time metrics, organizations can effectively direct customer transitions while minimizing churn and improving overall satisfaction. Critical results indicate a conversion rate target of 80% for the Aggressive strategy and 60% for the Soft approach, with stringent timelines to elicit necessary behaviors from customers. This study contributes to the Operations Management field by illuminating the importance of cohesive strategy execution in fostering customer retention and conversion amidst rapid technological evolution. The framework serves as a valuable guide for organizations aiming to harness next-generation technologies while mitigating disruption in customer relations.
Keywords Customer Retention, Customer Conversion, Marketing Strategy, Technological Adoption, Operations Management, Change Management, Customer Segmentation, Multi-Channel Communication, Framework Development
Field Engineering
Published In Volume 6, Issue 1, January 2025
Published On 2025-01-02
Cite This Customer Retention and Conversion: A Framework for Transitioning to Next-Generation Technologies Under Strict Timelines - Ravi Sankar Thinnati Palanichamy - IJLRP Volume 6, Issue 1, January 2025. DOI 10.5281/zenodo.15026431
DOI https://doi.org/10.5281/zenodo.15026431
Short DOI https://doi.org/g88f4g
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