Pipeline setup for returning customers

MaciekStef
MaciekStef Member Posts: 1 VERIFIED MEMBER
edited July 24 in Sales CRM #1

Hello,

I am curious about how you manage returning customers in your business. I run a production company where 95% of our business comes from returning customers. Essentially, they go through a continuous cycle with us. After closing a deal, they re-enter the beginning of our customer care process.

I'm interested in learning about the stages of the funnel you use in similar processes. How do you structure your customer care and retention strategies for returning clients?

Thank you!

Maciek

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Answers

  • Beatriz Antunes
    Beatriz Antunes Pipedrive Team Posts: 10 PIPEDRIVE TEAM
    Third Anniversary 10 Comments Name Dropper Photogenic
    #2

    Hello @MaciekStef ! My name is Beatriz and I'm a Customer Success Manager at Pipedrive. It's a pleasure to meet you 😊

    Most of our clients would use a second pipeline to manage Renewals/Returning clients. This way you can separate the processes accordingly, and report them separately.

    Also, if you'd like you can create another pipeline for Customer Care, where you would have the step by step (stage of the pipeline), until they become a Returning Client. As you are on the Advanced Plan, you are able to setup an automation that can help you with this process. When you win a deal on the Sales or Renewals pipeline, duplicate this deal to the Customer Care pipeline.

    Feel free to let me know if you have any questions.

    Thank you!

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