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.
