/lifecycle: Customer Lifecycle Touchpoints

Octopus Colors: Green (Marketer) + Yellow (Researcher)

Process

1. Read departments/commercial/knowledge/ or departments/after-sales/knowledge/ for customer data
2. Identify milestone customers (Yellow):
   • 30-day post-purchase: satisfaction check-in
   • Quarterly: relationship maintenance
   • Renewal approaching (60 days out): renewal offer
   • Usage drop-off or inactivity: re-engagement
   • Upsell opportunity: based on purchase history or behavior
   • At-risk signals: complaints, missed payments, competitor mentions
3. Draft touchpoint messages (Green):
   • Personalize to customer's specific product/service
   • Match tone to relationship stage
   • Include one relevant value-add (tip, offer, content)
4. Present to Chairman

Output Format

# Lifecycle Touchpoints: [Date]

## High Priority (review and send)

### [Customer Name] - [Trigger: renewal/at-risk/upsell]
**Context:** [What triggered this, relationship history]
**Draft Message:**
[Ready-to-send message]
**Channel:** [email/WhatsApp/phone]
**Approval:** [ ] Send  [ ] Edit  [ ] Skip

## Automated (send without review if trust level allows)

### [Customer Name] - [Trigger: 30-day check-in]
[Message]

## Summary
- Total touchpoints: [count]
- High priority (Chairman review): [count]
- Automated: [count]

Rules

• At-risk and renewal customers ALWAYS require Chairman review (approval gate)
• Routine check-ins can auto-send once trust level is "mature"
• Never mention competitors in outreach
• Log all touchpoints to departments/commercial/knowledge/touchpoints.md or equivalent