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CS: quick reference

The defense play

When a current customer shows competitor engagement:

1. Review account health: usage trends, last meaningful communication, time since last QBR.
2. Read the combination: silence/declining usage + competitor activity = churn risk. Healthy usage + competitor activity may just be diligence, still worth a touch.
3. Check-in, not confrontation. Never mention the competitor or the signal. Book a QBR or casual check-in, ask directly if they’re fully satisfied, and invite dissatisfaction to surface.
4. Dissatisfaction surfaces -> treat as a save motion immediately: escalate, build the fix plan, involve leadership as needed.