Situation
For purchasers with low product utilization, it’s higher to get forward of potential issues halfway via a contract, relatively than ready for the shopper to ask for a refund or decline to resume. To keep away from down-sell and protect the account, provoke a mid-cycle dialog with the shopper and swap or add services in alternate for options with low use.
By calling mid-cycle, you’re appearing as an advocate dedicated to the shopper’s success. The timing permits the shopper to make use of the swapped options forward of renewal.
Set off
• Low product or characteristic use at contract mid-cycle
Actions
• Name the shopper to debate product swap choices nicely earlier than renewal time
• Preserve the unique product spending in place relatively than down-selling
