Retention Follow-ups

The Retention Specialist prepares a customer contact plan linked to the opportunity and owning organization. The plan can identify the account, shopper, intended contact date and order reference, together with the units ordered. Its purpose explains why the customer relationship needs attention and what the planned conversation should address.

A Draft plan becomes Submitted when it is ready for review. The Retention Reviewer independently considers the submitted revision and records a decision with its reason. Approved work can then be carried out and marked Completed when the contact is confirmed, with relationship activity and supporting references preserving the result.

• Prepare the customer context. Select the opportunity and responsible owner, then enter the shopper and order reference needed for the conversation. Check the account relationship when the follow-up concerns an established company customer.
• Review the intended contact. Submit a plan whose purpose and contact date are clear. The Retention Reviewer approves, rejects or returns the plan for correction under the team’s review procedure, retaining the decision against the revision considered.
• Complete the approved work. The Retention Specialist carries out the planned contact using the team’s communication process. Record the relevant activity and evidence before marking the follow-up Completed.

Agree what the shopper description and order reference should contain. The reference helps the team locate the relevant transaction in its chosen order system; the follow-up record provides the relationship context for contacting that customer. Decide who checks the reference and how units ordered are confirmed before the plan is submitted.

Define which changes require another review and how a Return decision is addressed. Keep the person preparing the plan separate from the reviewer making its independent decision. Agree what evidence demonstrates that the approved contact occurred and who records the completion outcome for the next team member to read.

Choose a won opportunity with a customer order reference available from the team’s order process. The Retention Specialist records the shopper, units ordered, follow-up date and purpose, then submits the plan. The Retention Reviewer returns it because the intended conversation is unclear and records the reason.

Correct the plan and submit the current revision for review. After approval, record the customer contact as a relationship activity with its outcome and supporting reference. Mark the retention work Completed once that contact is confirmed. Compare the earlier and current decisions so the team can explain what changed without presenting the order reference as a synchronized purchase ledger.

• Draft Retention Plans — Customer follow-ups being prepared with an owner, purpose and order reference.
• Retention Review Inbox — Submitted plans awaiting the independent Retention Reviewer decision.
• Retention Follow-ups Due — Follow-ups whose contact date has arrived, with status and customer context to guide review.

Rehearse retention review and contact and use evidence and exception review to explain a disputed decision or completion record.