"Reason Lost" - Moving Opps to Closed Lost
When moving an Opportunity into the "Closed Lost" stage, a few fields may be required, including:
- Reason Lost
- Sub Reason
- Closed Lost Detail
- *Only required if specific values for Reason Lost are selected
It is important that users understand the differences and definitions of these reasons. Please see the table below:
| "Reason Lost" |
"Sub Reason" |
"Closed Lost Detail" | Notes/Definitions |
| Legacy End of Life |
Internal Server Errors |
(optional) | We received server errors |
| Customer Corrupted Files | (optional) | The customer had corrupted files | |
| Firewall Issues | (optional) | The customer had firewall issues | |
| Misunderstanding | (optional) | The customer misunderstood what was happening with migration (i.e. they thought we were going out of business instead of just sunsetting products) | |
| Buying Committee | Out of Business | (optional) | |
| Acquired/Sold Business | (optional) | Our current customer is no longer associated with the business but there is an opportunity to prospect new management. | |
| Disconnected | (optional) | You were ghosted or were no longer able to get in touch | |
| Champion Left Company | (optional) | ||
| Procurement/Legal | (optional) | ||
| Customer Requirements | Only Wants Storage | (optional) | |
| Outside our Product Scope | (optional) | Do not confuse this with a product limitation. When the customer's requirements are outside our product scope, this means something they are wanting is not something our product does and likely will never do. (i.e. they are looking to purchase a used car and that is not what our company does) |
|
| On-Prem Requirement | (optional) | ||
| Timeline Too Far Out | (optional) | ||
| Budget/Pricing | (optional) | ||
| Consolidation | (optional) | The customer is consolidating their tech stack. | |
| Product - Limitations | Functionality Missing | *required | Please elaborate on the product limitation; not to be confused with a bug/technical challenge NOR product scope. This should be selected when there is something our product could do but doesn't today. |
| Product - Technical Challenges | Bug/Something Not Working | *required | |
| Downtime/Not Stable | *required | ||
| Slow Product Experience | *required | ||
| Service Issues | Customer Education | *required | |
| Onboarding Expectations | *required | The customer did not finish onboarding or did not receive the onboarding experience they expected. | |
| Support | *required | ||
| Adoption | Product Utilization | (optional) | The customer did not use the product enough. |
| License Utilization | (optional) | The customer's end users did not use the product enough. | |
| Auto-Terminated | Customer Cancelled | (optional) | NEVER to be selected by users; this is selected by automation in Salesforce |
| Duplicate Opportunity | Duplicate Created by Mistake | (optional) | When a duplicate opp was created by mistake (by a user or by the system) |