How do you manage lead status for customers who churned, but now want to come back?

[Playtomic]

Hello Community! 

We are a marketplace company that it is currently reviewing all the internal processes in the CRM. 

I wanted to know if you have some suggestion on how to manage lead status Churn for customers who churned and then re-negotiate with our team to come back. 

I can change their lead status once they fill a form to New again, but in that case I will lose some numbers in my reporting about the churn companies. 
Also, how do you manage the lifecycle stage that should come back to MQL?

Thank you! 

[Crystal_Hopper · Accepted solution]

Hi @Playtomic!

One idea is to use dynamic lists to report on the changes of the Lifecycle and/or Lead Status stages. You could build a list that shows any contact who "churned" within x timeframe (i.e. last 12 months). This list would show you a contact who churned but if you also display the current Lifecycle and Lead Status columns, you'll quickly see who is still a non-lead, or who is coming back.

You could even build a Dashboard Report from this data to say x Contacts churned in last x Months, but of those Contacts, x are in MQL or SQL. 

I think you have to allow the natural attrition and changes to happen to a Contact's status changes. Hubspot tracks all the historical changes and you can use timeframe lists or reports to show who was where, when, and where they are now.