PLAYBOOK #7
CSM to prevent churn risk when someone leaves
Tips:
- As a solution that had been selected by someone else, your product could be re-evaluated and/or re-negotiated. Reach out to the new decision-maker timely to understand their priorities and updating them on the impacts (ROI) your product has provided to their team and company.
- Keep closely in-touch with your existing champions within the account to stay abreast on any changing business priorities.
Step 1 - Email the UserGems contact who's just left
Subject:
Congrats on the new gig, {first.name}!
BODY:
Hey Frank,
Congrats on your new gig at {new.company}! We'll definitely miss you at {previous company} but also excited for your new journey. If there's a potential fit again at {new.company}, let me know and I can connect you with someone in our team.
Can you also let me know if there's anyone at {previous.company} that I can pick things up with? That would be very kind and much appreciated, thank you!
Congrats on your new gig at {new.company}! We'll definitely miss you at {previous company} but also excited for your new journey. If there's a potential fit again at {new.company}, let me know and I can connect you with someone in our team.
Can you also let me know if there's anyone at {previous.company} that I can pick things up with? That would be very kind and much appreciated, thank you!
Step 2 - Email to his/her team within the account
Subject:
Frank's departure
BODY:
Hi Sarah,
I'm Victoria, the CSM at ACME responsible for {account}'s success. Frank was our contact priori to his departure. To ensure continued success, can we sync on what ACME and {account} have been up to, where're at, and where we're headed?
P.S. I've included the rundown below and our recent QBR.
I'm Victoria, the CSM at ACME responsible for {account}'s success. Frank was our contact priori to his departure. To ensure continued success, can we sync on what ACME and {account} have been up to, where're at, and where we're headed?
P.S. I've included the rundown below and our recent QBR.
Step 3 - Email the new decision maker when they join the account
Subject:
Welcome to {account}, {first.name}!
BODY:
Hey Brandon,
Congrats on the new gig and hope you're settling in nicely.
I'm your point of contact from ACME to help your team achieve XYZ. Attached is a recent QBR with some highlights, and below are the top 3 goals that your team's working with us on.
I'd love to (virtually) meet to say Hi and learn how I can assist with your objectives. Please let me know when would be a good time to connect.
Congrats on the new gig and hope you're settling in nicely.
I'm your point of contact from ACME to help your team achieve XYZ. Attached is a recent QBR with some highlights, and below are the top 3 goals that your team's working with us on.
I'd love to (virtually) meet to say Hi and learn how I can assist with your objectives. Please let me know when would be a good time to connect.
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