{"id":27990,"date":"2021-10-14T11:25:47","date_gmt":"2021-10-14T11:25:47","guid":{"rendered":"https:\/\/www.process.st\/templates\/churn-prevention-2\/"},"modified":"2024-02-29T04:48:44","modified_gmt":"2024-02-29T04:48:44","slug":"churn-prevention-2","status":"publish","type":"post","link":"https:\/\/www.process.st\/templates\/churn-prevention-2\/","title":{"rendered":"Churn Prevention"},"content":{"rendered":"<section id=\"record-customer-details\">\n<h2>Record customer details<\/h2>\n<div class=\"image-content\">\n<figure> <a href=\"https:\/\/www.process.st\/templates\/wp-content\/uploads\/2024\/02\/sofhF7XCqhVhik5EkJZCUw.png\" alt=\"Record customer details\" target=\"_blank\" rel=\"noopener\"> <img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.process.st\/templates\/wp-content\/uploads\/2024\/02\/sofhF7XCqhVhik5EkJZCUw.png\"> <\/a><br \/>\n  <\/figure>\n<\/p><\/div>\n<div class=\"text-content\">\n<p class=\"style-info\"><a href=\"https:\/\/emojipedia.org\/light-bulb\/\" rel=\"nofollow noopener\" target=\"_blank\"> <\/a><strong>This is a task, one of the actionable steps in your workflow.&nbsp;<\/p>\n<p><\/strong><a href=\"https:\/\/emojipedia.org\/up-arrow\/\" rel=\"nofollow noopener\" target=\"_blank\">\u2b06\ufe0f<\/a> <strong>When you edit a workflow, you can <a href=\"https:\/\/www.process.st\/help\/docs\/task-assignments\/\" rel=\"nofollow noopener\" target=\"_blank\">assign tasks<\/a> to other users, give them a <a href=\"https:\/\/www.process.st\/help\/docs\/task-due-dates\/\" rel=\"nofollow noopener\" target=\"_blank\">deadline<\/a> to be completed by, <a href=\"https:\/\/www.process.st\/help\/docs\/stop-tasks\/\" rel=\"nofollow noopener\" target=\"_blank\">pause<\/a> the workflow run at this point, or change who can see this task by adjusting the <a href=\"https:\/\/www.process.st\/help\/docs\/task-permissions\/\" rel=\"nofollow noopener\" target=\"_blank\">permission<\/a> settings <\/strong><a href=\"https:\/\/emojipedia.org\/up-arrow\/\" rel=\"nofollow noopener\" target=\"_blank\">\u2b06\ufe0f<\/a><\/p>\n<\/p><\/div>\n<div class=\"text-content\">\n<p class=\"style-warning\"><strong><a href=\"https:\/\/emojipedia.org\/high-voltage\/\" rel=\"nofollow noopener\" target=\"_blank\">\u26a1<\/a> You could set up an <a href=\"https:\/\/www.process.st\/help\/kb\/integrations\/\" rel=\"nofollow noopener\" target=\"_blank\">integration<\/a> to pull data from your CRM into the fields below, for example <a href=\"https:\/\/www.process.st\/help\/docs\/salesforce\/\" rel=\"nofollow noopener\" target=\"_blank\">Salesforce<\/a> or <a href=\"https:\/\/zapier.com\/apps\/hubspot\/integrations\/process-street\" rel=\"nofollow noopener\" target=\"_blank\">Hubspot<\/a>.<\/strong><\/p>\n<\/p><\/div>\n<div class=\"text-field-content form-field-content\">\n<div class=\"form-group\"> <label> Company name <\/label><br \/>\n   <input type=\"text\" placeholder=\"Something will be typed here...\" disabled class=\"form-control\">\n  <\/div>\n<\/p><\/div>\n<div class=\"text-field-content form-field-content\">\n<div class=\"form-group\"> <label> Customer contact - First name <\/label><br \/>\n   <input type=\"text\" placeholder=\"Something will be typed here...\" disabled class=\"form-control\">\n  <\/div>\n<\/p><\/div>\n<div class=\"text-field-content form-field-content\">\n<div class=\"form-group\"> <label> Customer contact - Last name <\/label><br \/>\n   <input type=\"text\" placeholder=\"Something will be typed here...\" disabled class=\"form-control\">\n  <\/div>\n<\/p><\/div>\n<div class=\"text-field-content form-field-content\">\n<div class=\"form-group\"> <label> Customer contact - Phone number <\/label><br \/>\n   <input type=\"text\" placeholder=\"Something will be typed here...\" disabled class=\"form-control\">\n  <\/div>\n<\/p><\/div>\n<\/section>\n<section id=\"evaluate-product-usage\">\n<h2>Evaluate product usage:<\/h2>\n<div class=\"text-content\">\n<p class=\"style-info\"><a href=\"https:\/\/emojipedia.org\/light-bulb\/\" rel=\"nofollow noopener\" target=\"_blank\"> <\/a><strong>This is a heading, used to separate tasks into sections in your workflow.<\/strong><\/p>\n<\/p><\/div>\n<\/section>\n<section id=\"analyze-how-they-use-your-product\">\n<h2>Analyze how they use your product<\/h2>\n<div class=\"multi-select-content form-field-content\">\n<ul class=\"items\">\n<li class=\"item\">\n<div class=\"step-number-container\">\n<div class=\"step-number\">\n       1\n     <\/div>\n<\/p><\/div>\n<div class=\"step-checkbox-container\">\n<div class=\"step-checkbox\"><\/div>\n<\/p><\/div>\n<div class=\"item-name-static\">\n      Sessions per day\n    <\/div>\n<\/li>\n<li class=\"item\">\n<div class=\"step-number-container\">\n<div class=\"step-number\">\n       2\n     <\/div>\n<\/p><\/div>\n<div class=\"step-checkbox-container\">\n<div class=\"step-checkbox\"><\/div>\n<\/p><\/div>\n<div class=\"item-name-static\">\n      Average duration of a session\n    <\/div>\n<\/li>\n<li class=\"item\">\n<div class=\"step-number-container\">\n<div class=\"step-number\">\n       3\n     <\/div>\n<\/p><\/div>\n<div class=\"step-checkbox-container\">\n<div class=\"step-checkbox\"><\/div>\n<\/p><\/div>\n<div class=\"item-name-static\">\n      Number of key user actions per session\n    <\/div>\n<\/li>\n<li class=\"item\">\n<div class=\"step-number-container\">\n<div class=\"step-number\">\n       4\n     <\/div>\n<\/p><\/div>\n<div class=\"step-checkbox-container\">\n<div class=\"step-checkbox\"><\/div>\n<\/p><\/div>\n<div class=\"item-name-static\">\n      Time spent in the product\n    <\/div>\n<\/li>\n<\/ul><\/div>\n<div class=\"textarea-field-content form-field-content\">\n<div class=\"form-group\"> <label> Features they use and why <\/label> <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n<\/p><\/div>\n<div class=\"textarea-field-content form-field-content\">\n<div class=\"form-group\"> <label> Features they don't use and why <\/label> <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n<\/p><\/div>\n<div class=\"textarea-field-content form-field-content\">\n<div class=\"form-group\"> <label> Key points of value for the customer (ideally with metrics) <\/label> <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n<\/p><\/div>\n<\/section>\n<section id=\"quantify-the-impact-of-cancellation\">\n<h2>Quantify the impact of cancellation<\/h2>\n<div class=\"textarea-field-content form-field-content\">\n<div class=\"form-group\"> <label> Quantified impact of cancellation <\/label> <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n<\/p><\/div>\n<\/section>\n<section id=\"determine-ways-to-increase-value\">\n<h2>Determine ways to increase value<\/h2>\n<div class=\"text-content\">\n<p class=\"style-info\"><strong><a href=\"https:\/\/emojipedia.org\/light-bulb\/\" rel=\"nofollow noopener\" target=\"_blank\"><\/a> This task uses <a href=\"https:\/\/www.process.st\/help\/docs\/variables\/\" rel=\"nofollow noopener\" target=\"_blank\">variables<\/a> to surface information collected in <a href=\"https:\/\/www.process.st\/help\/docs\/form-fields\/\" rel=\"nofollow noopener\" target=\"_blank\">form fields<\/a> in your workflow, so that they can be viewed or used elsewhere in your workflow, for example in the <a href=\"https:\/\/www.process.st\/help\/docs\/text-widget\/\" rel=\"nofollow noopener\" target=\"_blank\">text widget<\/a> below.&nbsp;<\/strong><\/p>\n<\/p><\/div>\n<div class=\"text-content\">\n<p class=\"style-success\"><strong>Features they use:<\/strong> {{form.Features_they_use_and_why}}<\/p>\n<p><strong>Features they don't use:<\/strong> {{form.Features_they_don't_use_and_why}}<\/p>\n<p><strong>Key points of value:<\/strong>&nbsp;{{form.Key_points_of_value_for_the_customer_(ideally_with_metrics)}}<\/p>\n<\/p><\/div>\n<div class=\"textarea-field-content form-field-content\">\n<div class=\"form-group\"> <label> Ways to increase value for the customer <\/label> <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n<\/p><\/div>\n<div class=\"select-field-content form-field-content\">\n<div class=\"form-group\"> <label> Are you able and willing to extend a special offer to the customer? <\/label> <select disabled class=\"form-control\"><option value=\"An option will be selected here\">An option will be selected here<\/option><\/select>\n  <\/div>\n<\/p><\/div>\n<\/section>\n<section id=\"contact-the-customer\">\n<h2>Contact the customer:<\/h2>\n<\/section>\n<section id=\"give-them-a-call\">\n<h2>Give them a call<\/h2>\n<div class=\"text-content\">\n<p class=\"style-info\"><strong>Phone number:<\/strong>&nbsp;{{form.Customer_contact_-_Phone_number}}<\/p>\n<\/p><\/div>\n<div class=\"select-field-content form-field-content\">\n<div class=\"form-group\"> <label> Were you able to get through to the customer? <\/label> <select disabled class=\"form-control\"><option value=\"An option will be selected here\">An option will be selected here<\/option><\/select>\n  <\/div>\n<\/p><\/div>\n<div class=\"video-content\">\n<div class=\"iframe-container\"> <iframe src=\"https:\/\/www.youtube.com\/embed\/BtxzqxCZdf8?modestbranding=1&amp;showinfo=0\" frameborder=\"0\" allowfullscreen=\"true\"> <\/iframe>\n  <\/div>\n<div class=\"description\">\n  <\/div>\n<\/p><\/div>\n<\/section>\n<section id=\"send-them-an-email\">\n<h2>Send them an email<\/h2>\n<div class=\"text-content\">\n<p class=\"style-info\"><strong><a href=\"https:\/\/emojipedia.org\/light-bulb\/\" rel=\"nofollow noopener\" target=\"_blank\"><\/a>This task, or the fields within it, will show or remain hidden due to <a href=\"https:\/\/www.process.st\/help\/docs\/conditional-logic\/\" rel=\"nofollow noopener\" target=\"_blank\">Conditional Logic<\/a> rules that have been set up in this workflow.<\/p>\n<p><\/strong><strong><a href=\"https:\/\/www.process.st\/help\/docs\/editing-workflows\/\" rel=\"nofollow noopener\" target=\"_blank\">Edit<\/a> the workflow and \u2196\ufe0fc<\/strong><strong>lick the Conditional Logic button <\/strong><strong>\u2196\ufe0f<\/strong><strong> to view or edit the rules.<\/strong><br \/><a href=\"https:\/\/emojipedia.org\/up-left-arrow\/\" rel=\"nofollow noopener\" target=\"_blank\"><\/a><\/p>\n<\/p><\/div>\n<\/section>\n<section id=\"did-the-customer-respond\">\n<h2>Did the customer respond?<\/h2>\n<div class=\"select-field-content form-field-content\">\n<div class=\"form-group\"> <label> Did the customer respond to your email? <\/label> <select disabled class=\"form-control\"><option value=\"An option will be selected here\">An option will be selected here<\/option><\/select>\n  <\/div>\n<\/p><\/div>\n<div class=\"textarea-field-content form-field-content\">\n<div class=\"form-group\"> <label> Is the customer willing to schedule a call to discuss their product experience? <\/label> <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n<\/p><\/div>\n<div class=\"date-field-content form-field-content\">\n<div class=\"form-group\"> <label> Call date and time <\/label> <\/p>\n<div class=\"date-container\"> <button type=\"button\" disabled class=\"btn btn-default\"> <i class=\"fa fa-calendar btn-icon\"><\/i> Date will be set here <\/button>\n   <\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/section>\n<section id=\"summarize-why-they-want-to-leave\">\n<h2>Summarize why they want to leave<\/h2>\n<div class=\"text-content\">\n<p class=\"style-info\"><em>Hey <strong>{{form.Customer_contact_-_First_name}}<\/strong>, I wanted to personally take the time to reach out, I saw that you are considering canceling&nbsp;your subscription with us, which I'm pretty sad about. What happened? What could we have done better? Is there anything we can do for you today?<\/em><\/p>\n<\/p><\/div>\n<div class=\"textarea-field-content form-field-content\">\n<div class=\"form-group\"> <label> Summary of why the customer wants to leave <\/label> <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n<\/p><\/div>\n<div class=\"multi-choice-content form-field-content\">\n<div class=\"form-group\"> <label> Root cause(s) of the problem <\/label> <select disabled class=\"form-control\"><option value=\"\">Multiple options can be selected from this list<\/option><\/select>\n  <\/div>\n<ul class=\"items\">\n<li class=\"item\">\n<div class=\"step-number-container\">\n<div class=\"step-number\">\n       1\n     <\/div>\n<\/p><\/div>\n<div class=\"step-checkbox-container\">\n<div class=\"step-checkbox\"><\/div>\n<\/p><\/div>\n<div class=\"item-name-static\">\n      Bad fit (poor sales qualification process)\n    <\/div>\n<\/li>\n<li class=\"item\">\n<div class=\"step-number-container\">\n<div class=\"step-number\">\n       2\n     <\/div>\n<\/p><\/div>\n<div class=\"step-checkbox-container\">\n<div class=\"step-checkbox\"><\/div>\n<\/p><\/div>\n<div class=\"item-name-static\">\n      Poor onboarding\n    <\/div>\n<\/li>\n<li class=\"item\">\n<div class=\"step-number-container\">\n<div class=\"step-number\">\n       3\n     <\/div>\n<\/p><\/div>\n<div class=\"step-checkbox-container\">\n<div class=\"step-checkbox\"><\/div>\n<\/p><\/div>\n<div class=\"item-name-static\">\n      Product has too many bugs\n    <\/div>\n<\/li>\n<li class=\"item\">\n<div class=\"step-number-container\">\n<div class=\"step-number\">\n       4\n     <\/div>\n<\/p><\/div>\n<div class=\"step-checkbox-container\">\n<div class=\"step-checkbox\"><\/div>\n<\/p><\/div>\n<div class=\"item-name-static\">\n      Lack of integration capabilities\n    <\/div>\n<\/li>\n<li class=\"item\">\n<div class=\"step-number-container\">\n<div class=\"step-number\">\n       5\n     <\/div>\n<\/p><\/div>\n<div class=\"step-checkbox-container\">\n<div class=\"step-checkbox\"><\/div>\n<\/p><\/div>\n<div class=\"item-name-static\">\n      Lack of user adoption\n    <\/div>\n<\/li>\n<li class=\"item\">\n<div class=\"step-number-container\">\n<div class=\"step-number\">\n       6\n     <\/div>\n<\/p><\/div>\n<div class=\"step-checkbox-container\">\n<div class=\"step-checkbox\"><\/div>\n<\/p><\/div>\n<div class=\"item-name-static\">\n      Poor customer support\n    <\/div>\n<\/li>\n<li class=\"item\">\n<div class=\"step-number-container\">\n<div class=\"step-number\">\n       7\n     <\/div>\n<\/p><\/div>\n<div class=\"step-checkbox-container\">\n<div class=\"step-checkbox\"><\/div>\n<\/p><\/div>\n<div class=\"item-name-static\">\n      Product champion\/leadership changes\n    <\/div>\n<\/li>\n<li class=\"item\">\n<div class=\"step-number-container\">\n<div class=\"step-number\">\n       8\n     <\/div>\n<\/p><\/div>\n<div class=\"step-checkbox-container\">\n<div class=\"step-checkbox\"><\/div>\n<\/p><\/div>\n<div class=\"item-name-static\">\n      Company is acquired\/shut down\n    <\/div>\n<\/li>\n<li class=\"item\">\n<div class=\"step-number-container\">\n<div class=\"step-number\">\n       9\n     <\/div>\n<\/p><\/div>\n<div class=\"step-checkbox-container\">\n<div class=\"step-checkbox\"><\/div>\n<\/p><\/div>\n<div class=\"item-name-static\">\n      Other\n    <\/div>\n<\/li>\n<\/ul><\/div>\n<div class=\"textarea-field-content form-field-content\">\n<div class=\"form-group\"> <label> If you selected \"Other\", describe the problem <\/label> <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n<\/p><\/div>\n<\/section>\n<section id=\"retention-incentives\">\n<h2>Retention incentives:<\/h2>\n<\/section>\n<section id=\"describe-your-ideas-to-increase-value\">\n<h2>Describe your ideas to increase value<\/h2>\n<div class=\"text-content\">\n<p class=\"style-info\"><strong>Key points of value:<\/strong>&nbsp;{{form.Key_points_of_value_for_the_customer_(ideally_with_metrics)}}<\/p>\n<p class=\"style-info\"><strong>Ways to increase value:<\/strong>&nbsp;{{form.Ways_to_increase_value_for_the_customer}}<\/p>\n<\/p><\/div>\n<div class=\"textarea-field-content form-field-content\">\n<div class=\"form-group\"> <label> Additional notes <\/label> <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n<\/p><\/div>\n<\/section>\n<section id=\"present-them-with-a-special-offer\">\n<h2>Present them with a special offer<\/h2>\n<div class=\"textarea-field-content form-field-content\">\n<div class=\"form-group\"> <label> Details of the special offer (terms &amp; conditions) <\/label> <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n<\/p><\/div>\n<\/section>\n<section id=\"outcome\">\n<h2>Outcome:<\/h2>\n<\/section>\n<section id=\"record-the-customers-decision\">\n<h2>Record the customer's decision<\/h2>\n<div class=\"select-field-content form-field-content\">\n<div class=\"form-group\"> <label> Has the customer decided to stay or leave? <\/label> <select disabled class=\"form-control\"><option value=\"An option will be selected here\">An option will be selected here<\/option><\/select>\n  <\/div>\n<\/p><\/div>\n<\/section>\n<section id=\"ask-if-they-have-any-other-concerns\">\n<h2>Ask if they have any other concerns<\/h2>\n<\/section>\n<section id=\"final-steps\">\n<h2>Final steps:<\/h2>\n<\/section>\n<section id=\"note-down-important-learnings-from-the-conversation\">\n<h2>Note down important learnings from the conversation<\/h2>\n<div class=\"textarea-field-content form-field-content\">\n<div class=\"form-group\"> <label> Important learnings from your conversation with the customer <\/label> <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n<\/p><\/div>\n<\/section>\n<section id=\"send-learnings-to-cs-slack-channel\">\n<h2>Send learnings to CS Slack channel<\/h2>\n<div class=\"text-content\">\n<p class=\"style-warning\"><strong><a href=\"https:\/\/emojipedia.org\/high-voltage\/\" rel=\"nofollow noopener\" target=\"_blank\">\u26a1<\/a> You could automate this step by setting up an<a href=\"https:\/\/www.process.st\/help\/kb\/integrations\/\" target=\"_self\" rel=\"nofollow noopener\"> integration<\/a> with another app, such as <a href=\"https:\/\/www.process.st\/help\/docs\/slack\/\" rel=\"nofollow noopener\" target=\"_blank\">Slack<\/a>. This allows you to push data collected in your workflow run into another app.<\/strong><\/p>\n<\/p><\/div>\n<div class=\"text-content\">\n<p class=\"style-success\"><strong><a href=\"https:\/\/emojipedia.org\/eyes\/\" rel=\"nofollow noopener\" target=\"_blank\"><\/a> <a href=\"https:\/\/www.process.st\/help\/docs\/editing-workflows\/\" rel=\"nofollow noopener\" target=\"_blank\">Edit<\/a> the workflow to see the snippet <a href=\"https:\/\/www.process.st\/help\/docs\/form-fields\/\" rel=\"nofollow noopener\" target=\"_blank\">form field<\/a> you could use in an integration.&nbsp;<\/strong><\/p>\n<\/p><\/div>\n<div class=\"text-content\">\n<p class=\"style-success\"><strong><a href=\"https:\/\/emojipedia.org\/information\/\" rel=\"nofollow noopener\" target=\"_blank\">\u2139\ufe0f<\/a> Need support getting your processes set up? Click the help button \u2198\ufe0f or <a href=\"http:\/\/calendly.com\/process-street-cs\/process-street-process-pro\" rel=\"nofollow noopener\" target=\"_blank\">book a time to talk<\/a> with one of our Process Pros.<\/strong><\/p>\n<\/p><\/div>\n<\/section>\n","protected":false},"excerpt":{"rendered":"<p>Record customer details This is a task, one of the actionable steps in your workflow.&nbsp; \u2b06\ufe0f When you edit a workflow, you can assign tasks to other users, give them a deadline to be completed by, pause the workflow run at this point, or change who can see this task by adjusting the permission settings [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":27991,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"ep_exclude_from_search":false,"cover_icon_emoji":"","cover_icon_url":"","tasks_count":"19","template_description":"This workflow example helps you keep on top of customer 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