Retention Pipeline stages

Name	Branches	Description	Famly Actions	Customer Expectations	Exit Criteria
Risk Confirmed		A churn risk has been identified and a meeting is scheduled to address the customer's concerns directly.	Proactively schedule a call with the at-risk customer to investigate the root cause and show commitment to finding a solution.	The customer has agreed to a meeting to discuss their concerns, expecting Famly to listen and understand their challenges.	Churn signals are confirmed OR the customer explicitly indicates dissatisfaction and the root cause is documented.
Mitigation Shared		The scheduled meeting has occurred, where the customer's issues were discussed and a potential resolution path was presented.	Hold a collaborative discussion, present a clear plan to address their issues, and reaffirm the value of the partnership.	The customer has discussed their issues and has been presented with a potential plan to resolve them.	A formal mitigation plan has been delivered to the customer and receipt is confirmed.
Negotiation		Follow-up discussions are underway to refine the mitigation plan and get the customer's agreement to continue the partnership.	Work with the customer to finalize the terms of the resolution plan and secure their commitment to moving forward together.	The customer is providing feedback on the proposed resolution and is signaling their willingness to stay if their core needs are met.	The customer has given verbal or written agreement to the proposed mitigation plan and its terms.
Proposal Sent		A formal document or email outlining the agreed-upon resolution terms has been sent to the customer for their records.	Send a written summary of the agreed-upon actions, terms, and next steps to ensure alignment and provide formal confirmation.	The customer has received written confirmation of the resolution, providing clarity and confidence in the path forward.	Written confirmation of the resolution has been sent and acknowledged by the customer.
Closed Won/Lost	A. Fully Mitigated B. Partially Mitigated C. Lost D. Converted to Upsell	The retention effort is complete, with the final outcome documented as Mitigated, Partially Mitigated, or Lost.	Implement all agreed-upon actions and document the final outcome in the CRM for future reference.	The immediate issue has been resolved as per the agreement, and the customer expects a healthier ongoing partnership.	The customer has agreed or declined the proposal and the outcome is properly processed in the CRM.