Customer Engagement & Dynamics CRM Forum

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Termed Customer Best Practices

  • 1.  Termed Customer Best Practices

    Posted Dec 04, 2018 11:46 AM
    ​Our organization is looking for best practices regarding stale data elements on termed customers.  We are considering removing some data elements or resetting them to the default values.  And there have been discussion around when it is best to make the change - at the time they term or when they become a prospect once again.  And another consideration is losing the historical data if we reset the values.  So we are curious to see how other organizations are managing the stale data on termed accounts.

    Colleen McKeever
    Independence Blue Cross
    Philadelphia PA
    Academy - Online Interactive Learning from Experts

  • 2.  RE: Termed Customer Best Practices

    Posted Dec 27, 2018 10:43 AM
    Edited by Gus Gonzalez Dec 27, 2018 10:42 AM
    Hi Colleen,

    Have you considered Deactivating termed customers?

    I personally like to use "Relationship Type" (set to former customer) to indicate the fact that they are not an active account at the moment, but although that's my best practice I'm not sure it's best for Independence Blue Cross. If you can share more information about this then maybe I can give you guys a couple of tips on how to tackle this one. :)

    Gus Gonzalez
    7x Microsoft MVP, CRMUG All-Star
    CEO, Elev8 Solutions

    Academy - Online Interactive Learning from Experts

  • 3.  RE: Termed Customer Best Practices

    Posted Dec 28, 2018 09:45 AM
    Gus's suggestion is what I generally do as well.  Most of my customers don't wipe data on old customers, but when they're reactivated (if they're reactivated), they go through a process of validation of all relevant information.  Much easier than trying to proactively clear out data that's "old", but you don't know for a fact is invalid.

    Wayne Walton
    CRM Practice Lead
    eBECS Limited
    Atlanta GA

    Academy - Online Interactive Learning from Experts

  • 4.  RE: Termed Customer Best Practices

    Posted Dec 27, 2018 03:25 PM
    I would say that depends on whether you have other systems that maintain the preferences of the contacts. For example, consider CAN-SPAM laws before you deactivate or delete any data because if your down-stream marketing system is using your current leads, contacts or accounts to filter out anyone that asked to be removed from your marketing campaigns, then you be may accidentally making them available to be targets of new marketing campaigns.

    Nelson Johnson
    Solution Architect
    BroadPoint Technologies, LLC
    Bethesda MD

    Academy - Online Interactive Learning from Experts

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