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}!
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!
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!
Step 2 - Email to his/her team within the account
Subject: Frank's departure
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.
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.
Step 3 - Email the new decision maker when they join the account
Subject: Welcome to {account}, {first.name}!
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.
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.
Useful Content
BrightTALK & UserGems: How to get 8X ROI in 90 Days
