It happens. Buggy software. Late delivery. Escalations. Sometimes we disappoint customers. It happens. But then how do you protect and grow the account in these situations? How do you start a turn-around? There are strategies that can help.
If you run any type of repeat or subscriber business, where you have an existing contract or agreed price, then your deals and marketing efforts to acquire new customers, can sometimes be perceived as negative marketing to existing customers if they aren’t offered any deals at all. Especially, if they are not happy or at risk of churn.