Outcome. An account flagged as churn risk is added to a suppression list automatically and removed again once the risk clears, so upsell and expansion campaigns stop reaching customers a CSM is actively trying to save.
Workflow map
Enrollment, branches and actions at a glance
renewal-expansion-025
flowchart TD
A[Churn Risk Flag changes] --> B{Flag = true?}
B -->|Yes| C[Add to Upsell Suppression list]
B -->|No| D[Remove from Upsell Suppression list]
When to use it, when not to
- UseUse it wherever a
Churn Risk Flagalready exists (see renewal-expansion-004, renewal-expansion-013, renewal-expansion-015, renewal-expansion-023) and marketing upsell sends currently do not check it at all. - UseUse it as a suppression layer, not a campaign itself; the actual upsell or cross-sell nurture is a separate marketing asset that should reference this list as an exclusion.
- SkipDo not use it to suppress all marketing to at-risk accounts. Support content, check-in emails, or retention messaging may still be appropriate; this fiche only removes them from upsell and expansion sends specifically.
- SkipDo not use it if
Churn Risk Flagis not reliably maintained. A list that never updates because the source flag is stale gives false confidence that suppression is working.
The preview ends here. Six sections are in the library.
counted, not blurred
PrerequisitesEvery property with its label, internal name, type and options, plus the assets the workflow needs before you start.3 items
EnrollmentThe trigger, the criteria exactly as they are ticked in the UI, the re-enrollment rule and the suppression list.4 parts
StepsEach action in order with its parameters, its branches and its delays, written as you tick them.3 numbered actions
Known pitfallsTraps seen in production, each with what breaks and what to do instead.5 pitfalls
Test plan, variants and build specHow to prove it works in a test portal, where to look when it does not, the variants for other objects or tiers, and the YAML build spec.3 variants, 3 sections
FilesThe properties JSON creates the fields in one API call, the workflow JSON documents the build.PDF, Markdown, JSON
Install1 click. The installer creates the properties this spec declares and the workflow itself, switched off, then opens a task for the prerequisites that are assets rather than properties, such as a team, a static list or a marketing email. What it created is listed on the install page.1 click, switched off
Unlock the full library,
149 EUR
or the renewal and expansion pack, 39 EUR
One-time, excl. VAT. 30-day refund, no questions asked. Founding prices until 31 October, then 199 and 59 EUR. Includes every spec added later, up to the full 500, and the one-click installer on the full library. Building on client portals? The agency licence at 449 EUR covers unlimited client portals.
