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Termed Client Automation

Description

When a client relationship ends, having a clear and automated process ensures a smooth transition while keeping the door open for future re-engagement. This milestone establishes workflows in HubSpot to handle termed clients efficiently. The system will remove them from active lists, update ownership, send a personalized "exit interview" survey to gather feedback, and, if appropriate, schedule a follow-up task for re-engagement in 6-12 months. It can also update email subscription preferences, ensuring compliance with communication policies. This process helps maintain professionalism, gather insights, and potentially recover lost clients in the future.

Process Summary

  1. Status Update Workflow: Configure a workflow to update client status to "Termed" and remove them from active client lists.
  2. Ownership Reassignment: Automatically assign termed clients to a specific owner, such as a retention specialist or reengagement team.
  3. Exit Survey Automation: Send a personalized "exit interview" survey to gather insights on why the client left and identify potential areas for improvement.
  4. Follow-Up Task Creation: Create a task for a sales or retention rep to follow up in 6-12 months, depending on client feedback and reengagement potential.
  5. Subscription Preference Update: Update the client’s email preferences to ensure they receive only relevant communications, such as newsletters or compliance alerts.
  6. Reporting and Dashboards: Develop a dashboard to monitor termed clients, survey responses, and follow-up outcomes.
  7. Testing and Training: Test the system with sample clients to ensure workflows function correctly and train the team on using the automation tools effectively.

Requirements

  • Input on the "Termed" status criteria and actions to take upon termination.
  • Feedback on the content and structure of the exit interview survey.
  • Collaboration to define follow-up timelines and responsibilities for reengagement.
  • Access to current client communication preferences for updates.

Milestone in Action

Demo video coming soon.

Key Outcomes

  • Automatic removal of termed clients from active lists ensures clean CRM management.
  • Personalized surveys provide insights to improve client retention strategies.
  • Scheduled follow-ups keep the door open for potential reengagement.
  • Clear reporting tracks trends and outcomes of termed client processes.