About this process

  • Department: Revenue
  • Responsible: Client Relations Manager
  • Accountable: Client Relations Manager
  • Consult: Delivery team, Revenue team
  • Inform: Management team
  • Date created: 29/11/2019
  • Date last updated: 29/11/2019

Step 1 of the process

Client Relations Manager adds the new client in the client database, changes the client lifecycle to current client, changes the “NPS recipient” property to “yes” and adds the person(s) that we want to receive the NPS survey in the NPS recipient list in HubSpot.

Step 2 of the process

Client Relations Manager receives a notification when a new response comes via HubSpot.

Step 3 of the process

Client Relations Manager notifies the Accountable Manager for the response.

Step 4 of the process

If the response is passive or negative, Client Relations Manager discusses how to approach the feedback with the Accountable Manager and Consultant, if required.

Step 5 of the process

Client Relations Manager monitors the NPS feedback on HubSpot and creates a report at the beginning of each month. The report is shared with the Management Team.

Step 6 of the process

Client Relations Manager arranges for the NPS score to be added in the Employee Newsletter every month.

 

Topics: Revenue Processes