โ๐ฆ๐ถ๐น๐ฒ๐ป๐ ๐ฆ๐ฒ๐ฎ๐๐โ ๐ฎ๐ฟ๐ฒ ๐ฒ๐ฎ๐๐ถ๐ป๐ด ๐๐ผ๐๐ฟ ๐ฆ๐ฎ๐ฎ๐ฆ ๐ด๐ฟ๐ผ๐๐๐ต ๐ณ๐ฟ๐ผ๐บ ๐๐ต๐ฒ ๐ถ๐ป๐๐ถ๐ฑ๐ฒ: ๐๐ฝ ๐๐ผ ๐ฏ๐ฎ % ๐ผ๐ณ ๐๐ฅ๐ฅ ๐ฐ๐ผ๐บ๐ฒ๐ ๐ณ๐ฟ๐ผ๐บ ๐ฐ๐๐๐๐ผ๐บ๐ฒ๐ฟ๐ ๐๐ต๐ผ ๐ฝ๐ฎ๐โฆ๐ฏ๐๐ ๐ป๐ฒ๐๐ฒ๐ฟ ๐น๐ผ๐ด ๐ถ๐ป. Should CS wake them up (risking instant churn) or let them sleep (and pray the CFO never notices)? I crunched 36-month cohort data, built the Nudge-vs-Silence model, and found a 49 % LCV swing between the two playbooksโplus one hybrid trip-wire tactic the top public SaaS names already use. ๐ Read the full breakdown (with copy-able spreadsheet) and steal the 5-step checklist your Ops team can run this week. https://www.linkedin.com/pulse/silent-seat-when-your-customer-pays-never-logs-you-wake-emre-yildirim-gkyse/?trackingId=xnyQ224axrDowLoujx4rCA%3D%3D
Amazing article, Emre Y.! Thanks for sharing. Most CS teams don't get the nod to wake up these dormant accounts, fearing the worst. Scenario analysis really helps articulate the outcome range. I am of the opinion of biting the bullet, and reaching out with empathy, and if possible offer re-implementation and training. It's like winning them over again.
Thank you for your thoughtful comment Vikas K.! I completely agree that reaching out with empathy and offering re-implementation and training is a powerful way to re-engage dormant accounts. It's a chance to reconnect and demonstrate the value of the product anew. This approach not only helps in reviving the account but also strengthens the customer relationship for the long term. It's great to see such a proactive and customer-centric perspective!
