Skip to content
New issue

Have a question about this project? Sign up for a free GitHub account to open an issue and contact its maintainers and the community.

Sign up for GitHub

By clicking “Sign up for GitHub”, you agree to our terms of service and privacy statement. We’ll occasionally send you account related emails.

Already on GitHub? Sign in to your account

Jump to bottom

Update customer-success.md #2673

Merged
merged 2 commits into from
Oct 18, 2024
Merged

Update customer-success.md #2673

Changes from all commits
Commits
Show all changes
2 commits
Select commit Hold shift + click to select a range
620a5c0
Update customer-success.md
MichaelBDavis Oct 15, 2024
7629780
Update src/handbook/customer/customer-success.md
ZJvandeWeg Oct 18, 2024
File filter

Filter by extension

Filter by extension
Conversations
Failed to load comments.
Loading
Jump to
Jump to file
Failed to load files.
Loading
Diff view
Diff view
19 changes: 17 additions & 2 deletions src/handbook/customer/customer-success.md
View file
Open in desktop
Original file line number Diff line number Diff line change
Expand Up @@ -178,9 +178,24 @@ and getting more value from the product
on the product and experience. Allow them to request feature ideas, or ask for bug
fixes.

## Churned customers
## Procedure for Handling a Churned Customer

When an annually-billed customer chooses not to renew their subscription, the assigned Account Executive should login into Stripe and cancel the subscription. This will effectively close the account on the platform and prevent invoices to continue being sent.
The Assigned Account Executive is responsible for executing the following steps when an annually-billed customer chooses not to renew their subscription:

1. **Update Contracted Customer Tracker**
Access the [Contracted Customer Tracker](https://docs.google.com/spreadsheets/d/1QcGVeiO_RXwYHCZvGcuBW3oYgR5NMsQ22yi3cOFY73o/edit?gid=1852075496#gid=1852075496) and move the churned customer to the "Churned" tab.

2. **Cancel Subscription in Stripe**
Use the Stripe link provided in the Tracker to log into Stripe. Cancel the subscription to ensure no further invoices are sent and effectively close the customer's account on the platform.

3. **Close Opportunities in Hubspot**
In Hubspot, locate any open Growth and Renewal opportunities related to the churned customer. Move these opportunities to "Closed Lost" to reflect the customer's decision not to renew.

4. **Announce Churn in Slack**
Post an announcement in the Slack channel #dept-sales, summarizing the reasons for the churn. Encourage the team to ask questions or suggest ways to learn from the situation.

5. **Send Customer Acknowledgment and Learning Questions**
Send an acknowledgment email to the churned customer. Include any relevant questions aimed at understanding their reasons for churn and gathering feedback for internal improvement.

## Notifying Customers of Downtime for FlowFuse Cloud Kubernetes Migrations

Expand Down