Proactive communications is a
customer relationship
Customer relationship management (CRM) is a process in which a business or other organization administers its interactions with customers, typically using data analysis to study large amounts of information.
CRM systems compile data from a ra ...
lifecycle strategy used to increase customer loyalty. It is related to the
organizational psychology
Industrial and organizational psychology (I-O psychology), an applied discipline within psychology, is the science of human behavior in the workplace. Depending on the country or region of the world, I-O psychology is also known as occupational ...
term
proactivity
Proactivity or proactive behavior refers to self-initiated behavior that endeavours to solve a problem before it has occurred. Proactive behavior involves acting in advance of a future situation, rather than reacting. It refers to taking control o ...
, which states that individuals should act based on anticipatory behavior rather than reacting to situations. The strategy is used to provide customer care and build credibility through personalized customer management to anticipate common inquiries. It is used to reduce customer frustration and mitigate customer service issues before having the ability to happen.
Proactive communications include opt-in notifications and chats, social media responsiveness and multi-channel contact. The strategy is used during each phase of the customer lifecycle. The goal of proactive customer communications is to anticipate and streamline all interactions to be efficient and personalized for each customer.
Client retention
According to ''Direct Marketing News'', there are three steps to improve customer loyalty through the use of proactive communications:
# Develop an understanding of the target audience and provide options for opt-in communications
# Tailored communications based on the individual customer's needs
# Customer control options for contact
See also
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Proactivity
Proactivity or proactive behavior refers to self-initiated behavior that endeavours to solve a problem before it has occurred. Proactive behavior involves acting in advance of a future situation, rather than reacting. It refers to taking control o ...
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Cross-cultural communication
Cross-cultural communication is a field of study that looks at how people from differing cultural backgrounds communicate, in similar and different ways among themselves, and how they endeavor to communicate across cultures. Intercultural communic ...
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Human communication
Human communication, or anthroposemiotics, is a field of study dedicated to understanding how humans communicate. Humans ability to communicate with one another would not be possible without an understanding of what we are referencing or think ...
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Communication
Communication (from la, communicare, meaning "to share" or "to be in relation with") is usually defined as the transmission of information. The term may also refer to the message communicated through such transmissions or the field of inqui ...
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Intercultural communication
Intercultural communication is a discipline that studies communication across different cultures and social groups, or how culture affects communication. It describes the wide range of communication processes and problems that naturally appear w ...
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Augmentative and alternative communication
Augmentative and alternative communication (AAC) encompasses the communication methods used to supplement or replace speech or writing for those with impairments in the production or comprehension of spoken or written language. AAC is used by t ...
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Mass communication
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Communication rights
References
Further reading
''Strategic Communication for Sustainable Organizations: Theory and Practice'' Quote: "This chapter focuses primarily on proactive communication: Proactivity has come to refer to a more or less unspecified set of nondefensive or nonreactive practices through which organizations handle their relations with the external world."
"Doctor Proactive Communication, Return-to-Work Recommendation, and Duration of Disability After a Workers’ Compensation Low Back Injury" ''
Journal of Occupational and Environmental Medicine
The ''Journal of Occupational and Environmental Medicine'' (''JOEM'') is a monthly peer-reviewed medical journal published by Lippincott Williams & Wilkins on behalf of the American College of Occupational and Environmental Medicine (ACOEM). It c ...
''. pp. 515–525.
"Toward a theory for multiparty proactive communication in agent teams" ''
International Journal of Cooperative Information Systems''.
"A decision-theoretic approach for designing proactive communication in multi-agent teamwork" SAC '04 Proceedings of the 2004 ACM symposium on Applied computing. pp. 64–71.
"Multiparty Proactive Communication: A Perspective for Evolving Shared Mental Models" College of Information Sciences & Technology. Pennsylvania State University. pp. 685–690.
"Modeling cooperation by observation in agent team" Systems, Man and Cybernetics, 2005 IEEE International Conference.
"Proactive Communications in Agent Teamwork" pp. 271– .
''The New Handbook of Organizational Communication: Advances in Theory, Research, and Methods''
Management & Organization
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