Best Practice recommendations to manage ex-clientsSOLVE
Jun 6, 2018 12:10 AM
Hello, does anyone have a 'best practice' recommendation for classifying client contacts when the company becomes an ex-client? What do we do with the lifecycle stage? How do others record an ex-client in HubSpot? Appreciate any advice. thanks, Fiona
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Jun 6, 2018 4:00 AM
This is indeed a tricky one.
Given how lifecycle stage works in HubSpot, I think it is important to keep lapsed customers at the customers lifecycle stage, as its really an indication of progress toward that point and removing them from it could distort historic records.
I would always recommend creating custom properties to track the lapsed status and lapsed reason (much the same as I would for deals) so that sales and marketing can easily segment and target that audience.
Then I think its worth figuring out what the potential opportunity among lapsed customers is and building a few processes around key points. Perhaps you can send them new product annoucmenets that may address the features reason they left for. Or sales could reach out after 6 months to see if their alterative solution worked out or not.
Hopefully this gives you some ideas.