Customer Success / Service
Customer Post-Project Follow-Up
Maintain the relationship after closeout and surface genuine expansion opportunities without re-opening the closed project.
- Trigger
- Project marked Closed.
- Owner
- Customer Success / Account Manager
- Inputs
- Closed project record.
- Customer contact.
Steps
- Schedule the post-project check-in.
- Conduct the check-in.
- Record satisfaction.
- Identify an expansion opportunity, if any.
Decision points
- Is there a genuine expansion opportunity? → Hand it to the Sales Director as a new Lead rather than negotiating directly.
- Outputs
- Satisfaction record; expansion lead, if any.
- Handoff
- Sales Director
- Failure / exception path
- Customer unreachable for check-in — logged as attempted, retried once, then closed out without further chasing.
Related system objects
Related lifecycle stages
Related standards
Related forms
None yet
SOPs
None yet
Future automation opportunity
Auto-schedule the check-in a fixed interval after Closed status.
Required data
- Check-in scheduled date
- Check-in completed date
- Satisfaction rating
- Expansion flag