Mjollnir profile picture
Mjollnir profile picture

Mjollnir

Account Executive

Politicker
Catalyst
Valued Contributor
+6

Accounts that left us

Hey all,

I just recently got the opportunity to approach accounts that decided to leave our services.

I have accounts that have been active last from 2015 to most recent ones at early 2021.


I am curios to know how would you approach these kind of accounts in you BoB.

any special sequences or line of questioning that worked wonders?

How did you get them back? (of course it differs from account to account but what is the general consensus)


Thanks lads.

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12

14 comments

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Closeitalready
Valued Contributor
2
Head of Sales
I would start with the oldest first and see how your services changed since then. Then I would ask them why they left, was something missing etc. And if they say they missed something you now have I would point that out. With the most recent ones I would proceed the same just to know why and what would make them come back (same question for the older ones)
Mjollnir
Politicker
0
Account Executive
good points thanks man
Diablo
Politicker
2
Sr. AE
Great question:

I'd dig deep into the CRM first to see - how long those customers were with us, if more than a year - what did they like about us (might get thees from CS) and what were some of the pain points for them, are these pain points common across most of them, if yes, when did they last use o=thee service and what progress did we make since then. Also, must have a battle card of major competitors.

Next steps depends upon what we extract through this step.
Mjollnir
Politicker
0
Account Executive
appreciate your answer thanks dudeย 
mycoffeesgonecold
Good Citizen
1
Solutions Engineer
I guess there is no defined playbook for this, but common sense prevails => approach with caution. As others have said, rinse your CRM for all it can give you before hand.

However, if it were me, I'd aim to understand the decisioning around their original purchase and what didn't come to fruition post-sale once the product / service had been deployed. Accounts leave for a reason, this will differ from segment to segment, but it all revolves around the lack of perceived value => there was a gap between what was sold (good close, savage) and what was delivered.
CaneWolf
Politicker
1
Call me what you want, just sign the damn contract
What does your company provide?
Mjollnir
Politicker
0
Account Executive
cloud services
Blackwargreymon
Politicker
1
MDR
Next steps depends upon what we extract through this step.
Clashingsoulsspell
Politicker
1
ISR
However, if it were me, I'd aim to understand the decisioning around their original purchase and what didn't come to fruition post-sale once the product / service had been deployed.
BeatCancer
Fire Starter
0
Account Executive

First of all, what data do you have on them?
2. What are you selling?

Create a personal video with a tool like 23 and vidyard for each qualified account that you feel you can pull back and setup a discovery.
yomamasofat
Good Citizen
0
manager
good question
MR.StretchISR
Politicker
0
ISR
I guess there is no defined playbook for this, but common sense prevails => approach with caution. As others have said, rinse your CRM for all it can give you before hand.
Mr.Floaty
Politicker
0
BDR
My experience in Europe is that, as a general rule, when your customer tells you something in terms of the validity of a opportunity you can generally count on them telling you the truth. Not so in the US, so you might be working on an opportunity for a long time and all indications is that it will more forward, but then from one day to the next everything changes and your prospect will just ghost you completely and you'll have no idea why.
Cyberjarre
Politicker
0
BDR
I think that one of the main problems for Europeans is that we come to the US for vacation and other travel and on the surface everything looks a lot similar, but to be politically incorrect, just because the people look a lot like you here that doesn't mean that the culture is the same.

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