Lifecycle Team Churn Process
OBJECTIVE
The objective of this process is to periodically follow up with each of our clients to identify opportunities to reduce early churn, pivots, or downchurn, and to increase contract renewals.
DOCUMENTS / LINKS
SPECIFICATIONS
You will find an Asana task for each client, which will be assigned to the account's LCM Team Lead. Each task has the due date for each of the milestones to be completed.
*If the client you are working with is not in the churn tracker, please notify Paula Botero.
MILESTONES
Complete your monthly check-in
Deadline: by the 15th of each month
Time Commitment: ~15 min per client
The Goal: Instead of biweekly meetings, keep a pulse on account health and sentiment
The Ask:
Add your monthly update to your client’s section and provide context around general account health (notes column)
Update client sentiment + results category drop-downs
Things are on a downward trend → get ahead of potential churn
Things are going swimmingly → Potential SE? Potential case study?
Complete your 60 day check in
Deadline: by the deadline set in your asana task
Time Commitment: ~20 min per client
The Ask: Within a week of “60 days after kick off” milestone, complete this survey
Key Areas:
Day-to-day Management
Lifecycle Sentiment
Overall Sentiment
Support & Resources
You have any red flags, but no need otherwise!
Melia will be the one to schedule these syncs, but meet with her proactively if you’d like
Complete your 30 day pre notice check in
Deadline: by the deadline set in your asana task
Time Commitment: ~20 min per client
The Ask: At the “30 day pre-notice window” milestone (typically 90 days pre-contract end), complete this survey (~20 minutes)
Key Areas:
Lifecycle Sentiment
Resign/SE Evaluation
Support & Resources
If you’re unsure of resign strategy and likelihood
If resign is 100% confirmed; could there be SE potential, too?
Melia will be the one to schedule these syncs, but meet with her proactively if you’d like