In this article you will learn: What options you have to win back members
Quick Guide:
Create process group
- Leads / Configuration / Process groups / Tab: Customer recovery
- "Create process phase group "
- Name and specify customer recovery as type
Configuration
- Leads / Configuration / Process groups / Tab: Customer recovery
- Select phase group
- Click on the three-point menu of the process phases tile
- Click "Create phase"
- Fill up the pop up window
General
If members have terminated their contract in your studio, you must generally expect that these members will no longer generate any sales in the future. But that doesn't necessarily have to be the case: Members may have just canceled "as a precaution" to avoid an automatic renewal of the contract and to keep all options open for attractive offers in the future. Since the costs of keeping customers are usually much lower than the costs of acquiring new customers, you should definitely take the opportunity to get in touch with these members. You can certainly convince some members to consider a follow-up contract, for example with a special offer. We think it makes sense to treat terminated members like prospects. That's why we created the "Customer Recovery" area in Magicline under the menu item "Leads".
Configure process stages
Customer recovery works in a similar way to lead management: There are several columns to show the member's status in the context of customer recovery. The number of columns and the naming of them is up to you and can be adjusted via the configuration under Leads / Configuration / Process groups / Tab: Customer recovery . You create new process phase groups by clicking on "Create process phase group". Now give it a name and select "Customer Recovery" under Type.
The created process phase group appears in the overview. Clicking on this will take you to the detailed view. Click on the three-dot menu in the tile and select "Create phase". Enter a name for the phase and confirm with "Create". You can create as many phases as you like and arrange them one below the other. The phase at the top will later be displayed on the left in the overview. The second entry to the right and so on.
Back on the overview page you now have to activate your process phase groups. To do this, click on "Activate process phase groups" in the three-point menu at the entry in the table. If you have already activated another process phase group, the existing data must be transferred to the new process phases. You can make the appropriate assignment using the selection fields displayed.
Once you've done that, you can look at the phases under "Customer Winning". The example below shows the customer recovery view for a process stage group with the process stages Inbound , Contacted , and Receive Quote :
More Settings
Under Leads / Configuration / Settings you can individually configure how your customer recovery works on the "Customer recovery" widget.
Specify here whether you want to include members with contracts that have been properly terminated in customer recovery. You also have the option of excluding ordinary cancellations with specific reasons from customer recovery. Simply select all the reasons you want from the selection box. Furthermore, you can exclude contracts with extraordinary terminations from recovery. If desired, here again only if there are specific, selected reasons.
Also specify whether contracts without renewal should also be included in the recovery, and if so, after how many days before the contract ends.
The same applies to the recovery of used quotas, such as 10-cards or similar.
Finally, you can set whether and when entries should be automatically marked as lost.
If you put customer recovery into operation, you can include existing cancellations for contracts that are still active. To do this, select the entry "Record existing cancellations" from the three-dot menu of the customer win-back tile.
Use of customer recovery
After you have made all the settings, you can use customer recovery as a useful and valuable tool in your everyday studio life. Under Leads / Customer Recovery / Overview you can see all the columns that you have created in the process phase groups. You can move the entries between the columns with the mouse, as in the prospect area. Clicking on a tile opens the Quick View on the right side of the page with more information. Here you will also find three buttons to change the status of the entry:
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Regained : Successfully regained member (e.g. follow-up contract concluded). Is then listed under the menu item "Recovered".
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Not edited : Removed from customer recovery but not classified as "recovered" or "lost"
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Lost : Member that could not be won back. It is then listed under the "Lost" menu item.
So that you can see when new entries are added in the area of customer recovery, we have added corresponding visualizations in the Magicline:
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The icon in the main navigation gets a blue dot to indicate new prospects and/or members in customer recovery
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The menu entry under customer recovery is labeled with the number of unseen* new entries
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Each new, unseen* entry is marked "New"
*unseen means the detailed view of the entry has not been opened for more than 2 seconds. Only then does the "New" label disappear and the other visual elements adjust accordingly. Each entry can also be marked as unseen manually via the three-dot menu in the detail view.
