Customer experience · professional case study

Client Retention at AXA Mansard Pensions

I developed a structured follow-up approach for new and at-risk clients at AXA Mansard Pensions. The work combined CRM reminders, regular check-ins and customer feedback to make support more consistent during the first six months.

Organisation: AXA Mansard Pensions LtdFocus: Early client engagementTools: HubSpot · SurveyMonkey · Excel

The business question

How could the team identify clients who needed support earlier, particularly in the first months of the relationship? I focused on making follow-up regular, relevant and easy to track.

My approach

I introduced a structured schedule for check-ins during the first six months, with guidance tailored to the client's needs.

I used CRM reminders to track follow-up actions and quarterly satisfaction surveys to collect feedback. I reviewed the survey responses and engagement trends in Excel to identify issues that needed attention.

Follow-up framework

  • Plan the contactSet a clear check-in schedule and record the next action.
  • Listen for support needsUse conversations and survey feedback to understand concerns.
  • Follow throughTrack outstanding issues and make subsequent contact relevant.

What I learned

Regular contact is useful when it helps resolve a real concern. The process needs to balance consistent coverage with enough time to provide personal, meaningful support.