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

Step 2 - Email to his/her team within the account

Step 3 - Email the new decision maker when they join the account