Situation
For patrons with low product utilization, it’s higher to get forward of attainable issues halfway by means of a contract, fairly than ready for the consumer 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 client and swap or add services and products in trade for options with low use.
By calling mid-cycle, you’re performing as an advocate dedicated to the client’s success. The timing permits the client to make use of the swapped options forward of renewal.
Set off
• Low product or characteristic use at contract mid-cycle
Actions
• Name the client to debate product swap choices properly earlier than renewal time
• Preserve the unique product spending in place fairly than down-selling
