Know When Not To Save
Decide whether to save, restructure, or let go of an at-risk account based on fit and future value.
The hard call The account is recognizable, but the service model is breaking. A bad save can create more churn by draining the team that serves better-fit customers. Customer Lifetime Value Future value minus serve cost Retention work should protect relationships where recoverability and future value justify the investment. Save the logo Optimizes optics, not portfolio health. A save decision that protects the business and the customer base. Save defects; do not subsidize a permanently wrong service model. Recoverability Risk review The customer wants a custom workflow outside the roadmap. What do you test first? Economic check Decision point The…
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