Example 1 - Upgrade
If I have a customer who signs up on the Good ($10/mo.) plan. We create an opportunity with a 12-month schedule of $10 payments each month. If that customer upgrades in month 6 to the Better ($20/mo.) plan, what would be best practice:
A) Create a new upgrade opportunity with the product Better ($20/mo.) and do something to update the schedule on the original Good opportunity.
B) Create a brand new product called "Upgrade from Good to Better ($10/mo.)" and add that to the new upgrade opportunity so our total between the two opportunities is $20/mo.
C) Something else?
Example 2 - Churn
If I have a customer that churns (cancels) their account, what is Salesforce best practice to recognize this churn?
A) Create a churn date field directly on the opportunity object and have that apply to all closed/won opportunities (via process builder/workflow?)
B) Create a churn date field directly on the opportunity product object
C) Create a new "Churn" opportunity to log this, along with a negative amount product (seems very odd and counterintuitive)
D) Something else entirely
Further question related to the above:
1. If B is correct, then how do we handle an account with multiple closed/won opportunities (original plus a few upgrades...from Good to Better, then to Best)? Do we have to add the churn date to each? (this could be done via process builder I assume)
For background, I've scoured the forums and only found this thread which is good but inconclusive: https://success.salesforce.com/answers?id=90630000000gv9IAAQ
Thanks
2 respuestas
Hi Brian,
I'm not really an expert on this, but I would personally go with B on example one so you can track the original products as well as the upgrades and their corresponding dates. For example 2, if it's just Date tracking, then you can do it on the Opportunity object(your option A) and utilize process builder. However, if tracking the revenue is necessary, then I believe it would have to be done on the Opportunity Product level.
Thanks!
