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Retention Escalation & De-Escalation Card

Pinned point-of-work reference. Keep open alongside the CRM during live cancellation calls.

Step 1 · Always Visible

The P.A.N. framework. Use on every cancellation call before jumping to a save offer.

Paraphrase "What I'm hearing is that [core issue], and you're looking at what options make sense for your account today."

Ask "To make sure I address the right thing, is this mainly about price, feature use, or a technical issue, or something else?"

Name Emotion "I understand how frustrating it is when [pain point]. Let's look at how to fix this right now."

Step 2 · Select Root Cause

Tap the reason the customer gave. Each tab has the exact offer and CRM path, no digging required.

Acknowledge & Probe

"I know keeping software costs manageable matters right now."

Approved Offer

Tier-2 billing discount, 30% off for 3 months, or downgrade to the Starter plan.

CRM Action Path

Billing Portal → Subscription → Apply code RETENTION_30_Q3

Acknowledge & Probe

"Running into blockers when you're trying to get work done isn't acceptable."

Approved Offer

Tier-3 engineering escalation plus a one-month service credit.

CRM Action Path

Support Desk → Escalations → Priority Bug Concierge

Acknowledge & Probe

"I want to make sure you have the functionality you actually need."

Approved Offer

Complimentary 1:1 feature strategy session, plus early beta access.

CRM Action Path

Account Overview → Add-Ons → Schedule Product VIP Session