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
- Status Update Workflow: Configure a workflow to update client status to "Termed" and remove them from active client lists.
- Ownership Reassignment: Automatically assign termed clients to a specific owner, such as a retention specialist or reengagement team.
- Exit Survey Automation: Send a personalized "exit interview" survey to gather insights on why the client left and identify potential areas for improvement.
- 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.
- Subscription Preference Update: Update the client’s email preferences to ensure they receive only relevant communications, such as newsletters or compliance alerts.
- Reporting and Dashboards: Develop a dashboard to monitor termed clients, survey responses, and follow-up outcomes.
- 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.