Turn a churn signal into a rescue plan
The account team gets a focused rescue plan with evidence, hypotheses, stakeholders, actions, owners, and a decision date.
The problem
At-risk accounts trigger generic “check in” tasks without a shared view of root causes, commitments, or decision makers.
What you get
A working system with the steps, tools, checkpoints, and expected return made explicit.
- Setup
- 60 minutes
- Back each week
- 3 hours
- Difficulty
- assisted
Expected return
The working case
A planning estimate, not a guaranteed result. Measure the first four weeks against your own baseline.
144
hours returned per year
At 3 hours/week across 48 working weeks.
1
week to earn back setup
Compare the setup estimate with the weekly time returned.
Operating contract
Input
The source material, constraints, and examples a human would need to do this work well.
Checkpoint
A person reviews judgment calls, sensitive content, unfamiliar tools, and irreversible actions.
Success signal
Track time returned, corrections required, and exceptions. Keep it only if the measured result compounds.
Before you start
- ·Named executive sponsor
- ·Complete open-commitment list
The steps
- 01
Assemble contract context, goals, usage changes, support themes, stakeholder history, and every open commitment.
- 02
Separate observed failure, customer-stated concern, and internal hypothesis.
- 03
Draft three bounded recovery options without promises or discounts.
Copy this prompt
Create a churn rescue brief. Separate FACTS, CUSTOMER SAID, and HYPOTHESES. Include stakeholders, broken commitments, three recovery options, owner, and decision date. Do not offer pricing or contractual concessions. Inputs: [bundle]
- 04
Executive sponsor and account owner choose the plan before customer contact.
What it runs on
Where this goes wrong
- Never contact the customer automatically.
- A rescue plan cannot conceal product or delivery failures.
Definition of done
Run it for four weeks. Then make it earn its place.
- □ Baseline the manual time before launch.
- □ Keep a human approval step for consequential output.
- □ Record corrections and exceptions, not just successes.
- □ Expand, revise, or retire it after the first review.
Build the system around it
Related workflows
If this one stops working, tell us. Three reports in a month and it leaves the library until a person has looked at it again.