Churn Monster #2 – Cash-Strapped Customer

Source: ChurnZero

By Cori Pearce, ChurnZero

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We are now ready for our second installment of the Churn Monster blog series. In this series we are going over common customer churn risks that your company might be facing. We’ll go over a typical scenario you might be experiencing involving that churn monster and give you a recommended plan of action to successfully defeat that risk.

Imagine this…

Scenario:

Carl is a Sr. Manager of a team and is your relationship contact at one of your accounts. He was an influencer in the decision to purchase your product two years ago, but he was not the primary decision maker. His boss, the VP, owns the budget and had to give final approval for the purchase.

Over the past two years, Carl helped get your platform implemented from the customer side and has motivated and encouraged the team to get ramped up to where they are all using your product pretty regularly.

Over the past month, Carl has informed you of some departures on the team. You dig a little more to come to understand that there have been some layoffs company-wide and all departments are being asked to reduce expenses and scale back resources.

You hear this news and are worried your company might not make the cut with these new budget constraints. What do you do?

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