Process Library

Silent Account Outreach

An escalating outreach ladder for accounts that have gone quiet, because polite silence is the most common churn pattern.

Customer Success 6 steps
When to use

When a key account has no customer-initiated activity for 21+ days.

Trigger
Runs when: No logins, replies, or tickets from a key account in 21+ days

The procedure

6 steps

  1. Confirm the account is genuinely silent: no logins, no replies, no tickets.
  2. Send a short, specific message naming a recent change they will care about and asking one question, with no pitch.
  3. If no response in five days, repeat the message on a different channel.
  4. If no response in ten days, escalate to an exec sponsor for a brief check-in note.
  5. If no response in 14 days, log silent risk and add the account to the next review whether they confirm or not.
  6. Never read silence as fine; read it as a question you have not asked yet.
Outputs
  • Outreach logged with channel and timing
  • A silent-risk flag if no reply by day 14
  • An exec check-in if escalation triggers
Tools
EmailTeam chatCRM
Note: Customers who stop using you politely are the ones most likely to churn. Loud unhappiness is a relationship; silence is an exit in progress.
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Related searches
silent customer sop churn prevention outreach at risk account process customer re-engagement retention escalation

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