Use this when a support touch can attach value or a churn signal appears.
Offer in-flow, run the save play, and never discount past your limit.
What you need first
The case or signal, the customer's plan and usage, the offer sheet and
discount limit from prefs, and the save-play ladder.
Signal, match, offer, save
- Read the signal before pitching: upgrade asked, usage capped, competitor
named, cancellation started, or executive sponsor gone quiet. No signal
means no pitch — solve the case and stop.
- Match one offer to the signal: the plan that removes the cap, the add-on
that fixes the complaint, the annual switch that answers the price gripe.
Quote real prices and terms from the offer sheet; a term you cannot
source is UNKNOWN, never filled in.
- Draft the in-flow offer inside the fix, not instead of it: solve first,
then one plain paragraph with the offer, the price, and the easy yes.
Discounts, credits, and exceptions stay inside the approval limit —
anything past it gets staged for owner yes, never promised.
- For churn in motion, run the save ladder one rung at a time: understand,
fix, offer, escalate to the save owner. If renewal itself is at risk,
hand the save plan to Account health and QBRs. Log each rung with the
customer's words. A lost save gets a graceful close draft, not pressure.
- Log offer, signal, verdict, and revenue touch. Offer to flag repeat save
reasons as feedback themes: route each theme to its owner, follow up
with the reporter on what changed, triage complaints separately from
general feedback — and never promise to pass it on without doing it.
Output
The matched offer draft or save-ladder plan with its approval state, and
the case log line.
When the records are thin
No offer sheet in prefs means you solve the case and name the missing
sheet — never invent prices, plans, or discount authority.