The Client Life Cycle

Created by Emily Brucia, Modified on Fri, 7 Feb at 10:53 AM by Emily Brucia

Understanding the Client Life Cycle

The goal is to understand the various phases of a client's journey, enabling us to provide the best support at each stage of their campaign.

Two Main Types of Clients

Market Clients:

Located in or near one of our 74 markets.

Have a dedicated TSM office for in-person assistance.

Typically have an Account Executive (AE) assigned.

Can run radio ads through their local market.

National Clients:

Also known as "out of market" clients.

Can be located anywhere in the United States.

Likely sold to by sellers located in our Phoenix office.

Do not have a local office for in-person support.

The Client Life Cycle Stages

Client Acquisition:

The sales team works diligently to close the deal.

The client signs an agreement and makes a payment.

Onboarding and Campaign Setup:

Handled by the Campaign Creation team.

Includes a "Goals Confirmation Call" to align on objectives.

Classified as the "Non-Live Phase" as the campaign is not yet active.

Campaign Launch and Initial Support

The campaign is set live.

The Campaign Creation team follows up with the client.

Customer Success Leads (CSLs) focus on ensuring the client's success and adoption of the Best Media Practices (BMP).

Ongoing Support and Service

Clients have access to various departments for assistance, depending on their service needs.

They can contact service teams or schedule meetings for support.

Note: Premier clients may have a different support structure.

Client Statuses Explained

In Progress: The client's onboarding call is complete, and our teams are actively building their campaign. The client is in the "Non-Live" phase.

Live Client: The client's campaign is currently running, and they have no outstanding balance on their account.

Non-Payment: The client has an overdue balance, either for their full monthly fee or a partial amount if they are on a payment plan. This is a sub status, not the main status.

Pending Cancellation: The client has requested cancellation, and the account resolution team has submitted it, OR they have two outstanding balances. The campaign remains live, and their status will be updated on their next billing date.

Cancelled Client: The client's account is fully cancelled, and we are no longer providing any services to them.