Customer-to-Advocate

Customers are brought up to speed, kept in touch with, and some of them agree to speak for the organization in public. A run starts when a customer begins, when a publishing cycle or a duty period opens, when a churn risk signal fires, when somebody asks for a reference, or when reporting identifies a segment that has gone quiet. The processes here walk one new customer to the milestones that count as active, send the newsletter, work one duty period of the community and hand on whatever is still open, ask eligible customers for reviews inside the rules each review site publishes, find a customer who will act as a reference and record what their permission covers and when it runs out, convene an advisory board under signed agreements, answer a churn signal with an intervention a person approved, and try to bring back the contacts who have stopped responding. Nothing here reaches a customer until the consent record has been read and the opt-outs suppressed, and no customer is named in public until that customer has agreed in writing. A run ends with an outcome recorded against the account, or with a permission written onto the standing list that the agents producing customer material read before they use anybody's name.