Let’s turn your
Red Accounts
Green
before it’s too late
with Red Account Rescue, the premier service offering of Anchor CX.
Let’s turn your
Red Accounts
Green
before it’s too late
with Red Account Rescue, the premier service offering of Anchor CX.
It’s all about customer health.
“Red Accounts” are customers that are in trouble, experiencing pain or who have lost trust in your product or service. Here's an easy way to think about customer health: The satisfied, engaged customers are “Green” while “Red” Accounts are having a sub-par experience with your firm and are likely on their way out (won’t renew or may downgrade).
Data signals of accounts in danger:
Quantitative:
Low Adoption or Shelfware
>90 days without a launch (Stalled time to value)
Number of Support cases submitted
Last meeting >6 months ago
Only one use case or SKU deployed (easier to drop, not very sticky)
Qualitative:
Business Value has not been documented or quantified/ cannot be articulated by the customer (many companies struggle with how to guide customers to quantifying value; this is crucial since many renewals will anchor on business value and return on investment- get ahead of it)
No Success Plan or Vision for where you're headed together
No Executive Sponsor
No Real Champion
Reference request declined
Customer's Product Feedback is not aligned with the Product Roadmap
How do you keep customers out of the red renewal risk buckets?
You nurture relationships, keep stakeholders actively engaged and anchored in business value. One way to proactively focus on getting Red Accounts rescued is to introduce Customer Health into your base. Get crisp on your definitions for Green, Yellow and Red Accounts. Define the exit criteria to get from Red to Yellow and document what is in your control and what’s out of your control. Ideally, every Red Account has a Rescue Plan. Getting consistent with following the rescue plan is where the magic happens.
It works.
In 2024, I worked with a B2B SaaS company to turn around a troubled enterprise customer. In 3 months, we de-risked a $1.2M account and secured upsell.