About this process

  • Department: Client Delivery
  • Responsible: Accountable Manager & Sales Manager
  • Accountable: Accountable Manager
  • Consult: Consultant & Sales Manager
  • Inform: Delivery team, Operations Manager & Customer Relationship Manager
  • Date created: 13/01/2020
  • Date last updated: 13/01/2020

Step 1 of the process

The Project Manager to set up a renewal meeting with the client, Sales Manager and if relevant, the Consultant, at the beginning of the final quarter of the proposal.

Step 2 of the process

The Accountable Manager to hold an internal meeting with the Sales Manager and Consultant to discuss the current status, client requirements and ideas for the renewal meeting.

Step 3 of the process

The Sales Manager or Consultant to prepare an agenda and lead the renewal meeting, unless agreed that the Accountable Manager should lead.

If a follow-up meeting is required, the Sales Manager should always be involved.

If the client decides to exit, continue to step 4. If the client would like to renew, go to step 5.

Step 4 of the process

The Accountable Manager to review the remaining deliverables and confirm they can be completed within the proposal timeline. 

Step 4a of the process

The Project Manager to continue to keep on top of deliverable progress. 

Step 4b of the process

The Client Relations Manager gets notified and arranges an exit interview with the client, liaising the Accountable Manager/Consultant on the most appropriate time.

Step 4c of the process

Once the deliverables have been completed and the proposal has come to an end, the Client Relationship Manager to update the clients status in the CRM to ‘lapsed’.

Step 4c of the process

The Project Manager to remove any client access & archive the Google drive, Slack channel, ensure any subscriptions are transferred or cancelled and notify the Operations Manager when the Teamwork project can be archived.

Step 4d of the process

The Operations Manager to archive the Teamwork project.

Step 4e of the process

The Client Relations Manager arranges a “lessons learned” internal meeting with the team to discuss what we learned from this client, wins and how we could do things differently next time. 

This is the end of the exit process.

Step 5 of the process

If a client decides to renew with BabelQuest, the renewal terms need to be agreed and proposal amended by the Sales Manager or Managing Director. The Client must sign the proposal and send back. 

Step 7 of the process

The Sales Manager or Managing Director will share the proposal with the Operations Manager. The CRM will be updated to reflect the new proposal.

Follow the 'Moving a Client from a Project to Retainer process' and the remaining steps of this process if a client is renewing into a retainer.

Step 8 of the process

The Operations Manager to save the proposal in the client’s google drive folder, share with the Accountable Manager and update the project management tool.

Step 9 of the process

The Delivery team to follow the 'Quarterly Delivery Phase process' for a retainer or 'Delivery Phase process' for a project client.

Topics: Operations Processes