CS: the defense play

The defense play

When a current customer shows competitor engagement:

1. Review account health first: usage trends, last meaningful communication, time since last QBR.
2. Read the combination: silence or declining usage + competitor activity = genuine churn risk. Healthy usage + competitor activity may just be diligence, still worth a touch.
3. Run a check-in, not a confrontation. Never mention the competitor. Book a QBR or casual check-in. Ask directly whether they’re fully satisfied, and explicitly invite dissatisfaction to surface: “If anything isn’t working the way you want, I’d genuinely rather hear it now so we can fix it head-on.”
4. If dissatisfaction surfaces, treat it as a save motion immediately, escalate, build the fix plan, involve leadership as needed.

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