When Customers Give Notice: Handling the Cancellation Conversation

When your customer calls to give their cancellation notice, what should you do next? Before you pick up the phone, read this first. [View in browser]( [CZ_Newsletter_Banners_Prospect (002)]( When Customers Give Notice: Handling the Cancellation Conversation [cancellation]( As Customer Success professionals, days are filled with conversations, meetings and tasks that revolve around helping our clients get maximum value from our product or solution. We train users, uncover the business problems we can impact and help clients achieve the outcomes most important to them. Occasionally, though (and more often than we’d like), our day is interrupted by an email, or, less frequently, a phone call, from a customer who asks to cancel their contract. How do you feel when that notice hits your inbox? What do you do next? Many companies have playbooks for virtually every CS scenario. But, oftentimes, the actual cancellation call gets missed, leaving CSMs to fend for themselves every time this situation presents itself. [Continue reading on the blog to find out when to do when your customer gives their cancellation notice.]( [View Blog]( [CZ_Resource_Webinar_1200x627 Feb Irit Eizips_2.0]( Join us for this webinar as Irit Eizips from CSM Practice shares benchmarking data from their recent survey of Customer Success professionals on how they build, maintain and measure customer health scores. [Register Now]( [survey]( 2021 Retention Benchmarks for SaaS As a SaaS professional, we would like to ask you to participate in SaaS Capital’s 10th annual survey to see how your company compares to its peers on growth, churn, funding and more. [Take Survey Now]( [APPEALIE_Badge_3A_RGB_2020]( ChurnZero Named Overall SaaS Award Winner by APPEALIE APPELIE has announced the winners of the 2020 SaaS Awards, and ChurnZero is proud to be recognized for the third year in a row. To find out why our customers rate us so highly and understand the impact we can bring to your Customer Success team, sign up for a quick demo today. [Learn More]( Customer Success Around the Web - [How to Build a Strong Customer Success Team During a Pandemic](– Learn the processes and rituals to put in place as you look to grow a a team during this time. - [CRMs vs. Customer Success Platforms: A Tech Tool Showdown](– Discover who wins this tech tool face-off and takes home the championship title of Best Software for Customer Success. - [Customer Success as the “Everything Department”](– See what this means for Customer Success teams, why it happens and how you can prevent it from happening. Fighting Churn is a newsletter of inspiration, ideas and news on customer success, churn, renewal and other stuff and is curated by [ChurnZero](. [See a Demo of ChurnZero]( [Facebook]( [LinkedIn]( [Twitter]( [Email]( ChurnZero, 1100 15th St NW, Washington, DC 20005, United States, (703) 721-4988 [Unsubscribe]( [Manage preferences](