Keeping Customers After the Contract Is Signed
- Customer
- Someone owning accounts at a company selling annual contracts
- Context
- The stretch between signing and renewal, which nobody celebrates and nobody watches
The Jobs of someone accountable for an outcome whose every signal arrives late — and where a quiet customer is more dangerous than a complaining one.
5 Jobs
- 01When an account is drifting toward non-renewal, I want to know months ahead, so there is still time to act rather than receiving an email announcing a decision already made.5 Pains · 5 Desired Outcomes · 5 Existing Solutions
- 02When an account has just signed, I want to get them to real value as fast as possible, so the window in which they still doubt is as short as it can be.5 Pains · 5 Desired Outcomes · 5 Existing Solutions
- 03When renewal comes, I want to show in numbers what the customer received, so the negotiation does not reduce to a discount conversation.5 Pains · 5 Desired Outcomes · 5 Existing Solutions
- 04When a customer is angry about an incident, I want to handle it so the relationship ends up stronger, so one failure does not erase two good years.5 Pains · 5 Desired Outcomes · 5 Existing Solutions
- 05When I have sixty accounts and time for about ten, I want to know where to spend the effort, so it goes where it can still change the outcome.5 Pains · 5 Desired Outcomes · 5 Existing Solutions