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.
• Low product or feature use at contract mid-cycle
• Call the customer to discuss product swap options well before renewal time
• Keep the original product spending in place rather than down-selling