Send out a quarterly Net-Promoter-Score survey to identify customers at risk of churn allows you to pinpoint renewal problems before they happen. Email surveys to clients ahead of their renewal cycle to discover any potential issues. If possible, include a gift to encourage participation. Assess their responses and take appropriate corrective actions to save any at-risk accounts.
Triggers
- Identify customers with low product usage or poor adoption who meet the criteria for At-Risk Survey
Actions
- Source expanded set of contacts which meet your persona definition related to low usage or other churn risk
- Send records to your CRM
- Assign to a Account Owner
- Enroll in At-Risk Customer Survey
Messaging Template
Subject: We want your feedback
Body: Hi [first name]:
At [your company name], we pride ourselves in delivering the best [product offering] and we hate to see our customers leave us.
We’re always striving to do better, to deliver more value, and to help our customers win by [value proposition]. Your feedback would mean a lot. If you have a minute, please share with us a bit about your current customer experience and likelihood to renew, by taking this brief survey.
As a thank you, you will receive a [dollar amount] [company name] gift card.
When you first signed on with [your company name], it was to fill a gap that you had in your business. We hope that we are delivering on that need, but would love your feedback on areas we can improve.
Let me know if there is anything that I or the team here can do to help you out.
Thank you,
[sales rep first name]
GPT Email Example
Company:
Persona:
Enterprise Sales Leader
Subject: Customer Satisfaction Survey
Dear David,
I hope this email finds you well. As a valued customer of ZoomInfo, we would love to hear your feedback on our service. We are conducting a customer satisfaction survey and would greatly appreciate it if you could take a few minutes to complete it.
As a token of our appreciation, we are offering a $100 Amazon gift card to the first 50 respondents.
Thank you for being a valued customer of ZoomInfo. We look forward to hearing your thoughts.
Best,
Jessica Hipskind
Senior Account Manager, Strategic Accounts
ZoomInfo.
Related Plays
Save this play
Customer Awards or Recognition
When a customer adds new licenses, or products, or reaches a certain milestone, launch a direct mail campaign or send a gift to celebrate the occasion. Find meaningful statistics based on your product offering that signifies duration, usage, or volume. Set predefined milestones like license counts or time duration. For example, send a gift to celebrate five years of being a client, reaching 10,000 users, or appearing in a million searches. You can surface customer milestones through news or Scoops on the ZoomInfo platform.
Triggers
- Identify customer or contacts wins public award or named to list
Actions
- Source expanded set of contacts (+ contact who won award) which meet persona definition
- Send record to your CRM
- Assign to a Account Owner
- Enroll in Award Congratulations campaign
View Play
Save this play
Upcoming Renewals
Don’t be caught by surprise when it comes to renewal time. Schedule a customer check-in 90 days prior to the renewal of an existing contact to understand how their priorities may have evolved over the course of the contract.
Send an automated sequence from your account manager to set up a meeting to talk about their experience with your product, including their concerns and challenges.
Triggers
- Identify customers with contract end dates upcoming
Actions
- Source expanded set of contacts which meet your persona definition related to product up for renewal
- Send records to your CRM
- Assign to a Account Owner
- Enroll in Upcoming Renewal Campaign
View Play
Save this play
Automate Customer Referrals
Customer referrals with compelling testimonials about your solution can be a significant contributor to your business pipeline.
To make it easy for your customers to give referrals, send an automated request email with a discount code or landing page link. Some referral programs provide incentives, while others rely on the goodwill of their customers.
As for timing, ask your customers for a referral after their onboarding and training are complete. That said, you are more likely to get a higher quality referral if you wait until after they’ve had a “wow” experience with your product.
Triggers
- Identify recently closed deals with friendly contacts
Actions
- Select main point of contact from buying committee to include
- Send records to your CRM
- Assign to a Account Owner
- Enroll in Referral Campaign
View Play