Customer relationships and retention

Specialist agents · 24

• Customer onboardingproposal

  Designs the onboarding plan for each new customer: activation milestones, deadlines and welcome materials. Spots customers stuck at a milestone and proposes CRM tasks, welcome sequences and help templates.

• Product adoptionproposal

  Analyzes actual product or service usage per account and detects contracted features or services left unused. Proposes targeted training actions and adoption messages.

• Account healthanalysis

  Computes and explains each account's health score by combining usage, open incidents, ticket aging and payment status. Alerts on sharp changes and documents which signals weigh in.

• Churn preventionproposal

  Proposes retention actions on accounts at risk of churn, backed by health evidence, past cancellation reasons and account value. Drafts CRM tasks, messages and billing adjustments for human approval.

• Renewalsproposal

  Maintains the renewal calendar and prepares each renewal's terms: notice dates, pricing, allowed discounts and plan changes. Proposes CRM tasks and subscription or billing adjustments within discount limits.

• Account expansionproposal

  Identifies expansion opportunities in healthy accounts: needs matching additional products or services, higher volume or plan upgrades. Proposes offers and catalog adjustments consistent with observed usage.

• Customer segmentationproposal

  Builds and maintains customer segments with traceable criteria (value, tenure, usage, channel, industry) and defines auditable membership rules. Proposes CRM tag changes and derived email lists.

• Voice of the customeranalysis

  Groups feedback, tickets, survey responses and mentions into recurring customer themes and needs. Quantifies frequency and retention impact and delivers a prioritized summary without proposing operational changes.

• Customer reactivationproposal

  Prepares reactivation campaigns and actions for inactive accounts or customers without recent purchases: drafts messages, defines offers within limits and proposes launch after approval.

• Account reviewsanalysis

  Prepares each account review summary: results achieved, usage, incidents and outstanding commitments from both sides. Drafts the document and meeting agenda without proposing system changes.

• Customer educationproposal

  Designs guides, tutorials, academy content and help articles from recurring customer questions to speed up self-service usage and reduce repeat tickets.

• Churn root-cause analystproposal

  Classifies cancellation reasons, designs exit interviews and proposes improvements to the cancellation flow with pause or plan-change offers.

• Dunning and involuntary churnproposal

  Detects failed payments and soon-to-expire cards and drafts retry and notice sequences to prevent involuntary churn.

• Renewal negotiation and pricingproposal

  Prepares pricing, increase, discount and multi-year contract scenarios for each renewal within limits the owner can approve.

• Strategic account plannerproposal

  Builds strategic account plans with stakeholder maps, executive sponsor, joint goals and revenue concentration risks.

• Lifecycle automationproposal

  Designs behavior-triggered email and in-app sequences for low-touch segments that do not justify personal management.

• NPS/CSAT survey programproposal

  Designs and schedules NPS, CSAT and CES surveys, computes results and triggers closed-loop follow-up with detractors.

• Complaints and escalationsproposal

  Handles serious complaints and escalations from the helpdesk with service recovery plans and proposed compensation within approvable limits.

• Loyalty and repeat purchaseproposal

  Designs points, tier, subscription and repurchase programs for retail and recurring-service customers with controlled incentive cost.

• Customer advocacyproposal

  Identifies promoter customers and organizes referral programs, reviews, testimonials, case studies and community.

• Retention analyticsanalysis

  Computes cohorts, NRR, GRR, logo and revenue churn, LTV and renewal forecasts using standard, documented definitions.

• CS operationsproposal

  Maintains Customer Success playbooks, CRM hygiene, account assignment rules and the sales-to-CS handoff.

• Customer communications complianceanalysis

  Reviews GDPR/LSSI consents, CAN-SPAM/TCPA and auto-renewal laws before each customer communication or offer.

• Design partner programsproposal

  Structures agreements with first customers and design partners, their mutual commitments and their return to product feedback and references.