Churn Monster #5 – Manic Customer

Source: ChurnZero

By Cori Pearce, ChurnZero


With Halloween approaching there’s all sorts of spooky things around us, which makes it a perfect time for us to talk – churn monsters!

If you are responsible for customer success or customer retention at your company, you have monsters in your closet. These churn monsters take big bites out of your customer base, which can be very scary. But never fear, we are here to help you learn about these possible customer churn risks and devise a plan to beat them.

This month’s churn monster installment is about a manic customer. A manic customer is someone who is feverishly busy and seems to have a frantic work pace which basically results in an overall degrade on progress.

Let’s take a look at a scenario involving a manic customer and how you might best handle the situation.

The Scenario:

You have been introduced to a new point-of-contact at one of your accounts. His name is Mike, and he recently started as the Director of the department that uses your product. You set up a call to introduce yourself.

Mike seems really excited to be in the new role. You try and get a better understanding of his goals for the team, and one thing is clear – Mike has a lot of ideas. So many that you are having a bit of a hard time understanding what his main objectives are. It also sounds like he has plans to take on other new projects outside of your solution. Through all of Mike’s talkativeness you try and take the best notes that you can.

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