Churn playbook for Loss of Champion/Ghosted

MarkusS

Potential churn is probably one of the most stressful items for CSM.
As CSM's are so focused on value creation through Onboarding and the Adoption phases that the playbooks for lack of adoption tend to be the strongest and the ones that the team runs most frequently.

The loss of champion or a customer going silent/ghosting are two churn risk items that don't get as many repetitions by CSM's.
With fewer repetitions, those playbooks tend to not to get refined and developed as much.
It would be great to learn what others have done and the success rates of they are having with those playbooks.