Churn Prevention Playbook

INTERVENTION PLAYBOOKS

Risk-Based Interventions

INTERVENTION BY RISK TYPE

LOW USAGE:
Day 1: CSM outreach call
Day 3: Usage optimization session
Day 7: Training offer
Day 14: Escalate if no improvement
Actions:
☐ Identify usage blockers
☐ Offer additional training
☐ Connect to power users
☐ Share best practices

CHAMPION DEPARTURE:
Day 1: Exec-to-exec outreach
Day 3: Identify new champion
Day 7: Transition meeting
Day 14: New success plan
Actions:
☐ Map new stakeholders
☐ Re-sell value proposition
☐ Update success criteria
☐ Increase touchpoints

NEGATIVE FEEDBACK:
Day 1: CSM acknowledgment
Day 2: Root cause analysis
Day 5: Resolution plan
Day 7: Executive follow-up
Actions:
☐ Document concerns
☐ Engage product/support
☐ Provide timeline
☐ Compensate if appropriate

Save Offer Framework

Situation	Standard Offer	Premium Offer	Last Resort
Price concern	10% discount	15% + extended term	Month-to-month
Feature gap	Roadmap commitment	Early access	Custom dev
Service issue	Extra support	Dedicated CSM	SLA credits
Low adoption	Free training	Impl services	Usage pause

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RECOVERY PROCESS

Customer Recovery Plan

RECOVERY PLAN TEMPLATE

ACCOUNT: _______________
RISK LEVEL: _______________
CSM: _______________

ISSUE SUMMARY:
_______________

ROOT CAUSE:
☐ _______________

RECOVERY ACTIONS:
Week 1:
☐ _______________
☐ _______________

Week 2-4:
☐ _______________
☐ _______________

SUCCESS CRITERIA:
☐ _______________
☐ _______________

EXECUTIVE ENGAGEMENT:
Our exec: _______________
Their exec: _______________
Meeting date: _______________

MONITORING:
Review cadence: Weekly
Success date: _______________

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