You gave the discount once. It renewed four times.

A concession granted for one quarter, for one reason, quietly becomes the account's permanent price, and nobody in the building can say why.

By Steve 5 min read
Abstract bridge artwork for You gave the discount once. It renewed four times.

Somewhere in most customer books there is an account paying 12% less than comparable accounts for reasons that no longer exist. The discount was granted in a specific quarter, for a specific reason, a delayed go-live, a competitor’s aggressive quote, a sales manager who needed the number, and it was granted as a one-off. Four renewals later it is simply the price. The person who agreed it has left. The condition attached to it, if there was one, was never written down. And the customer’s procurement team, who did write…

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