# Silent Account Outreach

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

**Category:** Customer Success

**When to use:** When a key account has no customer-initiated activity for 21+ days.

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

## 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

- Email
- Team chat
- CRM

## Notes

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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Free SOP from the OrgTP Process Library — https://orgtp.com/process-templates/silent-account-outreach
Run it live with your humans and AI agents at https://orgtp.com.