Retention — Save-the-Account Playbook

What

TODO — the rapid-response playbook when an active client starts signaling unhappiness. Speed and ownership are the variables that move retention; this codifies both.

Who owns it

TODO — Sales Director, with Account Manager and Director of Delivery on the call.

Steps

1. TODO — within 24 hours of the signal, schedule the save call (founder or Sales Director, not the assigned Account Manager). Goal of the call is to listen, not to defend.
2. TODO — within 72 hours, written rescue plan: what changes, who owns each change, when each change ships. Single page, signed by both sides.
3. TODO — 30 days later, review meeting against the rescue plan. Either renew confidence or close the engagement gracefully — do not drag a dead account.

Definition of done

TODO — at-risk accounts logged within 24 hours of signal, save rate above 60%, dead accounts closed within 60 days rather than dragged.

Stub

This page is a stub. Replace every TODO with how your agency actually does it.