Retention Efforts Within a Reseller Model

Nicole Prins

Hey all, currently managing a retention team at an organization with reseller model (we manufacture a device, 3rd party reseller sells to the end user). Our CS team works with the end user to manage the relationship/provide support, however whenever there are cancellation issues, our hands are really tied and a lot of the decisions to do with pricing concessions, rate plans, etc. goes back to the reseller. While we have a strong relationship, we don't have many options to help save accounts (can only build a strong relationship and try to identify risk/churn and get ahead of it). 

Any tips from people who have worked in similar situations? What is the best way you've found to manage churn within your organization? Have you set up programs within resellers to incentivize them to keep business, etc? Any advice/tips would be greatly appreciated!