As of October 2026, you can now document win or loss reasons when you create or deactivate customer accounts. This helps you to better understand why customers choose you and why customers churn.
Who is this article for?
This article is for CRM users who manage customer accounts, especially those who track and analyze customer growth and churn. In this article, we cover:
Setting up and configuring your win/loss reasons
Associating a win reason when creating a customer
Associating a loss reason when deactivating a customer
Before we start
The ability to manage win/loss reasons is done through Settings > Account Settings. If you don’t see this section and you want to setup required phone and/or email, please reach out to Support via the chat bubble or support@haulerhero.com.
To be able to actually update these settings, your user’s role in CRM needs its Settings permission set to Edit or higher.
How do I set up and configure my win loss reasons?
Go to Settings > Account Settings > Reasons.
Then, specify whether or not you want Won Reason and/or Loss Reason to be a required field when your team creates or deactivates a customer account, respectively.
You can also specify whether or not a specific reason should require your team to identify a relevant competitor via the Requires Competitor checkbox, as well as show/hide specific reasons via the Active toggle.
Competitor options are setup under Competitors underneath Won Reasons and Loss Reasons.
Where do I set these reasons when creating or deactivating customers?
When creating a customer account, you’ll see Won Reason as a dropdown.
If you select a reason that has Requires Competitor checked off in Account Settings > Reasons, then the Competitor dropdown will appear, too.
When deactivating a customer account, you’ll see Loss Reason as a dropdown, along with Competitor as a dropdown if selecting a reason with Requires Competitor checked off.
Where will these reasons show up in Hauler Hero CRM?
As of October 2026, our team is currently working on a report to deliver this information to you. In the meantime, configure and start documenting your customers’ win/loss reasons.
We’ll make an announcement when the report is ready and, as always, look forward to your feedback.
Feedback? Questions?
We'd love to hear your feedback to help us improve your experience. Please submit feedback through the chat bubble or email to support@haulerhero.com.