Flowchart
After a price increase: which accounts get a call?
A decision flow for customer success teams after a price increase announcement. For each account interviewed, it checks whether they named an alternative, whether the person who signs has heard, and whether the new price sits within the value they described, then sends the account to a CSM call, a packaging option or a weekly review. It turns reaction interviews into a clear next step per account.
Where this appears
What's in this flowchart
Start: An account answered wave 2
- Did they name an alternative they will look at?
- No: go to 2.
- Yes: CSM calls within two working days. Bring the value story in the customer’s own words.
- Has the person who signs heard about it?
- Yes: go to 3.
- No: Brief the signer first. Send the champion a one-page summary to forward. Then go to 3.
- Compare the new price to stated value.
- Is the price within what they said it is worth?
- Yes: go to 5.
- No: Offer the packaging option. A smaller tier or a phased increase, agreed before the call.
- Confirm the renewal date and owner.
- Finish: Review every account weekly. Keep going until the first renewals at the new price close.
Use this image
Free to use in your docs, decks and posts under CC BY 4.0, as long as you credit Koji with a link to this page. To embed it, paste this into your page:
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<a href="https://www.koji.so/visuals/price-increase-account-triage-flowchart"><img src="https://www.koji.so/visuals/price-increase-account-triage-flowchart/price-increase-account-triage-flowchart.png" alt="Flowchart for triaging accounts after a price increase: three questions, one side step to brief the signer, ending in a weekly account review." width="1200" height="1544" /></a>
<p>Source: <a href="https://www.koji.so/visuals/price-increase-account-triage-flowchart">After a price increase: which accounts get a call?</a>, Koji</p>
