Customer Churn Save SOP

Standard operating procedure for identifying churn risk, coordinating stakeholder alignment, presenting save offers, and following a decision tree to retain at-risk customers.

Steps

• The customer success manager identifies churn risk signals
• The account owner verifies the customer record and recent interaction history
• The customer success manager assesses retention eligibility
• The customer success manager presents the approved save offer
• The account manager escalates the exception for stakeholder alignment
• The stakeholder group confirms the retention decision and approved terms
• The customer success manager documents the outcome and updates the CRM
• The account owner schedules the follow-up and monitors post-save risk