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  1. E-commerce CRM
  2. Process
  3. Retention review and contact
Process · Retention review and contact

Retention review and contact

Prepare a customer follow-up, obtain an independent decision and retain the confirmed contact outcome.

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Step by step

  1. Prepare the contact plan Retention Specialist

    The Retention Specialist selects the opportunity and organization, assigns the owner and describes the purpose. Record the shopper, contact date, units ordered and order reference needed to understand the customer conversation.

    • Create an owned Draft plan with customer and order context
    • Updates Retention follow ups, Opportunities, Accounts

  2. Submit the prepared revision Retention Specialist

    The Retention Specialist moves the ready plan from Draft to Submitted under the team's review procedure. Check that supporting references describe the same customer and intended contact.

    • Present the intended contact and its supporting references
    • Updates Retention follow ups, Record attachments

  3. Decide the follow-up Retention Reviewer

    The Retention Reviewer independently approves or rejects the submitted revision, or records Return when the purpose needs correction. Preserve the reason, reviewer and source revision linked to the follow-up and opportunity.

    • Record the independent decision and its reviewed revision
    • Updates Review decisions, Retention follow ups
    ApprovalA person approves before the work moves on.

  4. Carry out and record contact Retention Specialist

    The Retention Specialist follows the approved plan through the chosen communication process. Record the relationship activity and supporting evidence, then mark the retention work Completed when the contact has been confirmed.

    • Retain contact evidence and record confirmed completion
    • Updates Retention follow ups, Relationship activities, Record attachments

Where it usually breaks

And how to keep it from happening.

  • The purpose is too broad to review. Explain what the intended customer conversation should address before submitting the plan.
  • The plan changes after a decision. Resolve the changed revision through the agreed review procedure before relying on earlier approval.
  • A due date is mistaken for completion. Record the actual contact outcome and supporting evidence before closing the work.

Who does what

Roles and permissions
Retention Specialist
, Retention Reviewer, Account Manager, Auditor.

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