Swap or Add Products for Low-Usage Customers

Scenario

For customers with low product usage, it’s better to get ahead of possible problems midway through a contract, rather than waiting for the client to ask for a refund or decline to renew. To avoid down-sell and preserve the account, initiate a mid-cycle conversation with the customer and swap or add products and services in exchange for features with low use.

By calling mid-cycle, you’re acting as an advocate committed to the customer’s success. The timing allows the customer to use the swapped features ahead of renewal.

[your company name] - executive support

Hi [first name],

I hope this email finds you well. I’m reaching out because as the [job title] here at [your company name] it is my priority to ensure our customers are getting maximum value from their investment with us.

I met with your account team here [timeframe] to review recent [your company name] usage metrics for [account name] and noticed that over the last [timeframe], your platform login activity is below rates we typically see for teams of your size.

As a software buyer myself, I know that timing matters. Use cases and teams evolve and usage patterns are not always a direct reflection of value being derived from a solution. I want to ensure that you and the team have the support you need to maximize your [your company name] investment. In addition, if there have been changes to your team or business over the last year, I want to ensure that our partnership is responsive to those changes.

Are you available for a quick call this week with myself, or a member of my team, to ensure we have full alignment?

Best,

[customer experience leader name]

Swap or add products mid-cycle for low usage customers

ZoomInfo

Scenario

Trigger

Actions

[your company name] - executive support