Retention follow-ups

A retention follow-up is anchored to an opportunity and organization, with an owner responsible for the next contact. It can also name the account, subscriber, purpose, follow-up date, quantity and an external order reference. Status moves through Draft, Submitted, Approved, Rejected and Completed. This lets the team separate a planned touchpoint from a reviewed one and a finished one.

A follow-up keeps a planned contact date, purpose, owner and parent opportunity. Its account, subscriber, quantity and external order reference add context when the team has it. Draft, Submitted, Approved, Rejected and Completed distinguish preparation, review and completed outreach without turning a product-interest line into an order.

• Ownership. The named owner keeps the next action current and is responsible for resolving stale work.
• Context. Related records keep the customer, opportunity and organization together so the team can inspect the case before acting.
• Evidence. A date, outcome, decision or receipt helps a colleague understand what actually happened.

Agree what requires a reviewer decision, how long a submitted item may wait and who handles a rejected follow-up. Decide how an external order reference is captured if a connected order system supplies one. Use quantity as context for the follow-up and keep the related reference with the case.

Pilot a dated check-in with a Retention Owner and a different Retention Reviewer. They should agree what context the reviewer needs from the linked opportunity, how to handle a revised purpose and who records the decision. Check that the owner can see the status and act on an approved item.

After an opportunity closes, the Retention Owner schedules a check-in about the product discussed. The owner records the purpose and contact date, then marks the follow-up Submitted for review. The Retention Reviewer examines the account and opportunity context, records a decision against the submitted revision and gives a reason when returning or rejecting it. After approved outreach, the owner marks the follow-up Completed.

Before handoff, compare the follow-up revision with the source revision on its review decision. The next Retention Owner should see the contact date, purpose and decision without relying on a verbal explanation. An external order reference may help identify a separate order, but it does not represent an order managed here.

• My follow-ups — See owned follow-ups with contact date, purpose and status.
• Follow-up review inbox — Find Submitted follow-ups with the owner and revision for a decision.

See opportunity progress, customer follow-up and the data model for the linked records.