Retention follow-ups

A retention follow-up is linked to an opportunity and has an owner, purpose, optional contact date, account and shopper name. It can also carry an external order reference and units ordered for context. The record starts in Draft, moves to Submitted for independent review, and can be Approved, Rejected or Completed. The workflow for recording a follow-up moves a draft to submission, records a review decision, approves the case and writes an operation receipt. The review decision names a reviewer, decision, date, source revision and optional reason.

This is useful when a brand wants a human check before a retention contact is treated as approved work. The owner can prepare the reason for contact; a different reviewer examines the case. The decision record makes the approval traceable to a person and revision. A rejection remains a distinct possible status, so the team should agree how a rejected case is revised or closed during setup.

• Case preparation. Retention Specialist links the case to the customer opportunity, assigns an owner and records purpose and follow-up timing.
• Independent review. Retention Reviewer examines the submitted case and records a decision against the current revision.
• Contact and evidence. Activities and optional attachments can hold the later customer touchpoint and reference material.

Decide which customer situations deserve a retention follow-up and who can submit one. Agree what a clear purpose says, who can act as an independent reviewer and what happens after a rejection. If an order reference is entered, define the outside source from which the team will check it. Use that reference as context for customer contact. Define when the case should be marked Completed and what activity outcome must be recorded first.

After a won opportunity, a retention owner plans a customer conversation about the next purchase. The specialist creates a draft, links the opportunity and account, enters the purpose and date, and adds the outside order reference if relevant. Submission sends the case into review. The reviewer checks the customer context, records an independent decision and the approved case becomes ready for the owner to act on. The receipt provides an additional trace of the workflow action.

Rehearse a case whose purpose needs clarification or whose date has passed. The reviewer should ask for correction instead of granting a vague approval. After the contact, the owner records an activity and its outcome, then marks the follow-up Completed when the work is finished. Sales Manager can compare reviewed cases with due dates and completed contact activity.

• My Retention Follow-ups — The owner sees assigned customer contact work and review state.
• Follow-ups Awaiting Review — The reviewer opens submitted cases before deciding.
• Retention Case Board — The team sees cases grouped by their lifecycle status.

Use submit follow-up and review follow-up for the handoff from owner to reviewer.