How to deal with "zombie" clients
Seeker 
Hi all!
I´ve been trying to wrap my head around how to deal with "zombie" clients: those who signed a contract and bought a product, but do not use it.
I have noticed this is not due to a lack of understanding of the value the product can generate to them, but to undefined ownership: nobody really wants to take ownership of the product with all which that entails (regular meetings, QBRs, defining expectations, etc).
Also, some of our customers are airlines and their contracts are performance based- with the current global situation their performance isn´t great and therefore our product costs them a very marginal ammount, almost negligible, but they never churn.
Have you encountered something similar? Any advice?
Many thanks!
I´ve been trying to wrap my head around how to deal with "zombie" clients: those who signed a contract and bought a product, but do not use it.
I have noticed this is not due to a lack of understanding of the value the product can generate to them, but to undefined ownership: nobody really wants to take ownership of the product with all which that entails (regular meetings, QBRs, defining expectations, etc).
Also, some of our customers are airlines and their contracts are performance based- with the current global situation their performance isn´t great and therefore our product costs them a very marginal ammount, almost negligible, but they never churn.
Have you encountered something similar? Any advice?
Many thanks!