Churn Save Negotiation Script

As VP Customer Success, I need to prepare for a churn save negotiation.

Here are examples of effective churn save approaches:

Example 1 - Budget Constraint:
Situation: Customer cutting 30% of SaaS spend
Approach: Proposed usage-based pricing tier, reduced scope to core features
Outcome: Retained at 60% of original contract, kept door open for expansion

Example 2 - Value Gap:
Situation: Customer not seeing expected ROI
Approach: Conducted emergency value assessment, identified unused capabilities, created 90-day success plan
Outcome: Paused cancellation, achieved measurable wins, renewed at full value

Example 3 - Competitive Switch:
Situation: Customer evaluating competitor with lower price
Approach: Facilitated honest comparison, highlighted switching costs and risks, offered migration support guarantee
Outcome: Renewed with 18-month commitment after competitor failed POC

Now prepare for this situation:

Churn Context:
- Customer: {{customer_name}}
- Reason for Churn: {{churn_reason}}
- Contract Value: {{contract_value}}
- Relationship History: {{relationship_notes}}

Provide negotiation script with key talking points and concession options.