topic Re: Best practice for continued engagement with repeat customers? in Tips, Tricks & Best Practices

Best practice for continued engagement with repeat customers?

alext87 — Mon, 30 Jun 2025 14:26:48 GMT

We have a lot of repeat customers and I may be overthinking this, but I think it would be useful to have some sort of automation for tasking our sales team to touch base with repeat customers. A separate pipeline would be nice visually, but the logic doesn't make sense because we would only create new deals based on the availability of new projects to quote.

Curious to see what others have done.

Re: Best practice for continued engagement with repeat customers?

colinwitt — Mon, 30 Jun 2025 14:48:02 GMT

Hey @alext87,

It’s definitely good to keep in touch with repeat customers, and having a CRM like HubSpot can be very helpful for this.

As you already mentioned, a new pipeline for this might not be the best approach. An alternative could be a custom view of a current pipeline. This view could be set up with some filters so that only the repeat customers (or those deals) are shown. This could be one way to easily increase the visibility of this customer segment and allow the Sales Reps to browse through them. A client of ours does this, to always have an overview of specific customer segments. They also edited the properties/coloumns in the overview, so they can quickyl see the most important data points.

In addition to this, you could utilize workflows to automatically create tasks for deal owners if certain criteria are met. For example, two months after a deal closes, the deal owner will get a task to check in with the customer. You could also automatically send emails to the customer directly.

Let me know if this helps.

Best regards
Colin

Re: Best practice for continued engagement with repeat customers?

GiantFocal — Tue, 01 Jul 2025 01:09:13 GMT

Hi @alext87,

You can use workflows to automatically generate tasks for your team or consider segmenting your contacts based on their purchase or communication history.

Re: Best practice for continued engagement with repeat customers?

Lucila-Andimol — Tue, 01 Jul 2025 09:50:43 GMT

Hi @alext87

how are you currently tracking your repeat customers if you are not using deals? How would you know a customer is not buying anymore?

Usually clients have a renwal pipelines using deals or tickets with the CS team, but if you dont have this processes you can always create follow up tasks every 3 or 6 months for the Sales rep to reconnect with the customer and track the outcome of that meeting. You can have a report to visualize this.

Hope this helps

Re: Best practice for continued engagement with repeat customers?

alext87 — Tue, 01 Jul 2025 15:31:48 GMT

Renewal pipelines / automations are good for subscription based services, which ours don't meet.