By Cori Pearce, ChurnZero
We are starting a new blog series on “Churn Monsters” (i.e. common churn risks your company might be facing). We will feature one new churn monster a month. In this series we will take a look at a life-like scenario involving that churn monster and give you a rundown of how that churn monster might be successfully defeated.
Sound good? OK let’s get started!
You are into the first year of working with your client, Debbie. She went through a successful on-boarding process. At that time she seemed interested and excited about getting your product up and running. It’s been three months since she completed the training program. You haven’t heard anything from Debbie in awhile, so you decide to reach out. You set up a check-in phone call. Debbie accepts the meeting request, but shows up a few minutes late. During the call Debbie seems pretty distant and from the sound of it hasn’t been actively using your product or made much progress. You are worried that things has taken an unexpected turn from where you thought Debbie would be at this point. What do you do?