These customer situations are all based on real experiences and have been contained, as examples, to demonstrate how the template can be used to capture, monitor, and plan to resolve customer health issues. Names, and other details have been changed. Any similarity to real-life events is purely coincidental.
One of your largest customers, a major FMCG company, has been through a corporate cost-cutting exercise and have asked you to lower the contract value mid-term. This is not something that your business is initially inclined to do not least because it sets a precedent. Your plan is to have further discussions with the pricing team in your business, validate the customer claims that other technology suppliers have made concessions, and then meet with your contact and the customer procurement team to set out your position.
A new, senior director, has just been replaced and you have had feedback from your regular contact that ‘she is not a fan’. The renewal decision will require her buy-in so this represents a renewal risk. (Relationship)
There has been a lot of staff turnover in this company since going live three years ago. As they come to the end of the term, the original business case has been forgotten. In fact, you have had feedback that they are considering not renewing and using the budget for an annual program of discounting campaigns. (Outcome)
The customer does not feel that they are getting value for money but were an early adopter in the EMEA region so there is a long and established relationship. They have asked for a version of your product that you have codenamed kiosk. It is your product running standalone on a tablet device that the customer can place in reception, and at the coffee shop.
The customer is taking your calls but there has not been a formal operational or business meeting for over a year. The original customer contacts have all moved on and there is no clarity on the customer value so you have not captured the customer outcome. Your plan is to meet with the customer to establish what value they are achieving and to optimise it for the remainder of the contract. Then, the new customer contacts can make an informed decision at the next renewal event.