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CRM + E-commerce for D2C

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  1. CRM + E-commerce for D2C
  2. Process
  3. Customer follow-up
Process · Customer follow-up

Customer follow-up

Assign a dated retention touchpoint after a sales outcome. The team should use the same account and opportunity throughout, so the next person can trace the decision without rebuilding the story.

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Step by step

  1. Outcome recorded Sales Owner

    The Sales Owner closes the opportunity so the retention team sees the result.

    • Record Won or Lost
    • Updates Opportunities, Operation receipts

  2. Follow-up prepared Retention Owner

    The Retention Owner links the follow-up to the opportunity and chooses a date and purpose.

    • Keep Draft until ready
    • Updates Retention follow ups, Accounts

  3. Retention review Retention Reviewer

    The Retention Reviewer examines the submitted item and records a decision against its revision.

    • Approve or reject Submitted
    • Updates Retention follow ups, Review decisions
    ApprovalA person approves before the work moves on.

  4. Follow-up completed Retention Owner

    The Retention Owner records the outcome and closes approved work.

    • Move Approved to Completed
    • Updates Retention follow ups, Record attachments

Where it usually breaks

And how to keep it from happening.

  • A follow-up without a date or purpose does not give the next owner a usable outreach plan.
  • An external order reference identifies a separate event; it does not replace the linked opportunity.
  • A changed follow-up revision requires the reviewer to inspect the current details before deciding.
  • An approved item still needs the Retention Owner to record completed outreach.

Who does what

Roles and permissions
Retention Owner
, Retention Reviewer and Sales Manager.

Set up CRM + E-commerce for D2C your way.

Start free, then use Proto to change fields, steps and approvals before your team goes live.

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How to get started