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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

  1. Update Client Status: Create workflows to mark clients as "Termed" and automatically remove them from active client lists.
  2. Ownership Reassignment: Assign termed clients to a designated owner (e.g., a sales rep or retention specialist) for future follow-up.
  3. Feedback Collection: Automate the sending of a brief "exit interview" survey to understand why the client left and gather suggestions for improvement.
  4. 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.
  5. Subscription Evaluation: Review and update the client’s email preferences to ensure they receive only relevant communications, such as newsletters or industry updates.
  6. 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.