We are now halfway through our Churn Monster blog series and have looked at a lot of common customer churn risks and how you can go about defeating them. This month we are going to be talking about how to save an abandoned customer. By an abandoned customer we mean – someone who needs support or guidance but for whatever reason has unfortunately been neglected by you and/or your company and is left feeling helpless.
This is one of the worst churn risks, because the fault lies on you as the CSM, instead of the customer, however the customer is the one who suffers.
Let’s delve into a scenario that might have caused you to neglect a customer and how you might best salvage the relationship and save the renewal.
Your company recently went through a bit of a re-org, and the number of Customer Success Managers has been downsized. As a result of this, you have a new set of accounts that have been added to your already busy book of business.
With this transition of accounts, you first focus your outreach efforts on those customers that have an upcoming renewal approaching. You then find yourself spending the rest of your time helping customers put out fires.