They Pay $50K and Log In Once a Quarter
Usage is dead. Renewal is in 4 months. They don't know they're at risk.
Applies when · a renewal, QBR, or budget conversation puts the same line — or a near cousin — in front of you. Substitute your client name, ARR, and tenure mentally; the move stays the same.
Patterns drawn from real conversations. Names, numbers, and details are stripped. These are situations to work from.
Your CS dashboard flags the account red - 1 login in 90 days. The client thinks everything is fine. You have to start a conversation that wakes them up without sounding like you're threatening them.
Login frequency collapsed to roughly once a quarter (was double-digits at onboarding)
Last value delivered: 6 months ago (a competitive intel report)
Two new team members were never onboarded
How you pitch
3 minutes for an outreach call. The client thinks they're a happy customer. You have to surface the risk without making them defensive.
What makes it exciting
Diagnosing an asymptomatic patient. The client doesn't know they're sick. Your job is to help them see it without panic.