The Deal RecordEp. 14 · Oct 7, 202638 minWith Dana WhitfieldHosted by Mark Richards
Why champions go dark, and the three weeks you still have
The renewal Finmo almost lost to silence, the signal that flagged it 21 days out, and the play that brought the champion back.
Chapters
- 00:00
- The renewal that went quiet
- 04:15
- Two years of a champion on every call
- 08:40
- What a dark champion looks like in the CRM
- 14:22
- The 21-day signal
- 19:05
- Why nobody inside flagged it
- 26:10
- The play: one question, no discount
- 32:40
- The new owner, and what changed
The renewal Finmo almost lost to silence, the signal that flagged it 21 days out, and the play that brought the champion back.
In this episode
00:00 — The renewal that went quiet.
04:15 — Two years of a champion on every call.
08:40 — What a dark champion looks like in the CRM.
14:22 — The 21-day signal.
19:05 — Why nobody inside flagged it.
26:10 — The play: one question, no discount.
32:40 — The new owner, and what changed.
Recorded for season 2 of The Deal Record. Episodes run about 38 minutes and are released every other Tuesday.
Transcript
Mark: Dana, you told me before we started recording that this renewal nearly went away without anyone noticing. Start there.
Dana: Sure. It was a $210K renewal, ninety days out, and our champion had been in every call for two years. Then in March she just stopped replying. Nobody flagged it, because nothing had gone wrong. There was no objection, no competitor, nothing. Just quiet.
Mark: And that quiet is what the signal caught.
Dana: Twenty-one days of no inbound activity from the account, with a renewal inside ninety days. It showed up on the at-risk list on a Tuesday. We would have found out in June, when the renewal didn't come in.
Mark: What was the play?
Dana: One question, no discount. We asked her what had changed on her side. Turned out she'd been moved to a new team and nobody had told us. We got introduced to the new owner that week. (Transcript excerpt; full transcript available on request.)