#renewal

Prevent churn for at-risk renewals. Identify at-risk signals: 1. Usage drop (30%+ decline). 2. Support ticket spike. 3. Champion left company. 4. NPS detractor response. 5. Decline QBR invitations. 6. 90 days to renewal. Intervention playbook: Day 1: Executive reach-out ('I noticed [usage drop]. What's going on?'). Day 7: Schedule rescue call with leadership team. Day 14: Present custom revival plan (address specific issues, quick wins, additional support). Day 30: Implement quick wins, show progress. Day 60: Review improvement, negotiate renewal terms. Negotiation leverage: multi-year commitment (lower price), pay-as-you-go (reduce risk), success-based pricing (align incentives). Last resort: pause option (3-month break, maintain data). Recovery tactics: assign new champion internally, executive sponsor program, dedicated CSM. Track save rate. Prevent: proactive usage monitoring, regular health checks, strong onboarding. Keeping customers cheaper than acquiring new ones.