My client pays but doesn’t use the product. Should I cancel them?

No.

Instead, what you should try to do is renew them, especially in the enterprise.

I’ve had many customers, especially big old customers, get excited, plan and buy … and then for internal reasons, deployment got pushed out.

Many of them never used the product at all in Year 1. Yet, almost all (several brand names) renewed!

Why?

  • First, they’d already budgeted for it. So the renewal was still realistic.
  • Second, they still wanted to make the business process change and had picked their vendor of choice. So why change, even if deployment was delayed?

So yes, it’s a big bummer when a larger customer buys but doesn’t use.

But that may only mean, not yet.

Treat them as a much more realistic renewal than your gut tells you.

And just go out and ask them what you can do to help to speed up the deployment.

View original question on quora

Published on July 17, 2019

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