About this process

  • Department: Client Relations
  • Responsible: Client Relations Manager
  • Accountable: Client Relations Manager
  • Consult: Delivery Team, Revenue Team
  • Inform: Management team
  • Date created: 28/11/2019
  • Date last updated: 28/11/2019

Step 1 of the process

Accountable Manager informs Client Relations Manager when a client decides not to renew the contract.

Step 2 of the process

Client Relations Manager arranges an exit interview with the client at the end of the last quarter.

Step 3 of the process

Client Relations Manager arranges a meeting with the team to discuss lessons learned, what worked well and what we can do better next time.

Step 4 of the process

Client Relations Manager changes the status of the client in the CRM and updates the client database.

Step 5 of the process

If applicable, Client Relations Manager hands over to Sales to investigate if there are any other services we could provide. 

Step 6 of the process

If step 5 is not applicable, Client Relations Manager hands over to the Marketing team for client nurturing.

Topics: Revenue Processes