The account grew every year. One person has ever signed it.

Accounts rarely leave because the service got worse. They leave because the person who understood why it was bought stopped working there.

By Steve 5 min read
Abstract bridge artwork for The account grew every year. One person has ever signed it.

Look at the accounts that left in the last two years and there is usually a pattern that the revenue chart hides. The account did not decline. It did not complain. It grew, renewed, expanded, and then ended abruptly, often within a few months of a change of personnel on the client side. In hindsight everyone remembers the new head of department who “wanted to review everything”. This is a different failure mode from ordinary churn. Churn from poor delivery announces itself: fewer tickets, slower responses to emails, a shrinking…

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Important: General information only. Rialto Bridge articles describe patterns and considerations that may apply to a business; they are not financial, legal, tax or accounting advice, and they take no account of your particular circumstances. Consider your own situation and seek advice from a qualified professional before acting.

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