Renewal risk response
An invented scenario. All numbers and situations below exist only to illustrate the method.
“This account is red. Leadership should get involved and we should schedule more calls.”
The choice
Should a fictional team use an executive escalation or first confirm the customer’s blocked outcome?
Evidence
In this illustrative scenario, critical workflow use fell in two consecutive months and an open integration issue is unresolved. The buyer sponsor has not confirmed the renewal criteria. These are invented facts.
Options and tradeoffs
Escalate immediately: may attract attention but lacks a specific ask. Run an outcome review with the sponsor: clarifies the decision and issue ownership. Wait for the next QBR: lower effort but risks losing time.
Assumption to test
The integration issue is the main barrier to value; the sponsor is still involved in the renewal decision.
Decision
Ask the account owner to confirm the blocked outcome and renewal criteria with the sponsor this week, while the product owner gives a dated issue update. Escalate if that path is blocked.
Follow-through
The account owner records sponsor feedback and the issue owner’s commitment. Review at the next customer conversation and again before the notice date.
What would change it
Escalate sooner if the sponsor is unavailable, the issue has no credible resolution path, or the customer states an intent to leave.