Termed Client Reengagement System
Description
When a client relationship ends, it’s important to keep the door open for future opportunities. This milestone sets up a streamlined process for managing termed clients in HubSpot. It ensures they are removed from active client lists, assigns ownership for follow-up, and sends a brief "exit interview" survey to gather valuable feedback. If reengagement is viable, workflows will create follow-up tasks for sales reps to reconnect after 6-12 months. Additionally, the system evaluates whether the client should remain on marketing lists, such as newsletters, to maintain a connection over time. This process helps you gather insights, nurture relationships, and potentially recover lost clients.
Process Summary
- Update Client Status: Create workflows to mark clients as "Termed" and automatically remove them from active client lists.
- Ownership Reassignment: Assign termed clients to a designated owner (e.g., a sales rep or retention specialist) for future follow-up.
- Feedback Collection: Automate the sending of a brief "exit interview" survey to understand why the client left and gather suggestions for improvement.
- Reengagement Task Creation: Build workflows to create tasks for sales reps to follow up with clients in 6-12 months based on feedback and potential for reengagement.
- Subscription Evaluation: Review and update the client’s email preferences to ensure they receive only relevant communications, such as newsletters or industry updates.
- Reporting and Dashboards: Create a dashboard to track feedback, reengagement tasks, and the outcomes of termed client interactions.
Requirements
- Input on survey questions for gathering meaningful feedback.
- Collaboration to define follow-up timelines and triggers.
- Access to subscription preferences for updating communication permissions.
- Feedback during testing to ensure workflows align with team goals and client needs.
Milestone in Action
Demo video coming soon.
Key Outcomes
- A clean, organized system for handling termed clients.
- Valuable feedback to improve retention strategies.
- Automated follow-up ensures no reengagement opportunity is missed.
- A consistent connection with clients through appropriate communication channels.