Scenario
The relationship with your main point of contact (MPOC) at a customer account is critically important to renewing and growing your business. But if your MPOC leaves and there’s no clear handoff within the organization, you’re at high risk for churn. It’s important to quickly restore ownership and ensure accountability.
To prevent your company from slipping through the cracks during the transition, you should have additional points of contact at the account. But if you only have a single contact, you should quickly identify and connect with their replacement—or with other peers or leaders—to re-establish the relationship.
Trigger
- Main POC leaves an account
Action
- Reach out by phone and email to other contacts at the account and those above them or their replacement if known