A membership-based small business consultancy had no way to track client progress and feedback.
Clients moved through a free masterclass into a paid coaching program with no system tracking where anyone actually was in their learning. The only "live" touchpoints were monthly group coaching calls, where one might not even get picked for a hot seat, and a written Q&A feed most people never checked. There was no CRM, no milestone tracking, and no signal when someone was quietly disengaging.
The first real feedback the business got from a discontent client was an offboarding survey sent by email, after they'd already cancelled.
I built a client-lifecycle system in ClickUp, integrated directly with their course platform (Kajabi), that logged every client into a cohort by join date and tracked them automatically against learning milestones and at 3, 6, 9, and 12 months in the program. Kajabi pushed activity data (module completions, login gaps) straight into ClickUp, which triggered specific, timed touchpoints: a forum shout-out, an email prompt to book time with a client-success coach, a scheduled check-in.
For offboarding, I shifted the survey to be an optional 15 minute call. This gave the business an opportunity to speak with the client and potentially win them back or at least understand their reasons for cancelling.