Process
Price increase rollout: a two-wave interview plan
A two-wave interview plan for customer success teams carrying a price increase through their book. It counts back from the announcement: segment the affected accounts, interview them about value without mentioning price, write the letter from their words, brief top accounts in person, announce, then interview the first renewals about how the letter landed. Koji runs both interview waves as AI-moderated conversations.
Where this appears
What's in this process
- Eight weeks out: segment the book: List every account renewing within six months of the new price, with renewal date, uplift and health score.
- Six to four weeks out: value interviews: Ask 20 to 30 accounts about value, budget approval and alternatives. Never mention price.
- Three weeks out: write the letter: Lead with the value customers named, in their words. Decide packaging options now, not on the call.
- One week out: call the top accounts: CSMs tell key accounts personally before any email goes out.
- Announce the change: Send it at least 90 days before the first renewal at the new price.
- One to three weeks after: reaction interviews: Interview the accounts that renew first, then triage every account weekly until those renewals close.
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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-rollout-interview-plan"><img src="https://www.koji.so/visuals/price-increase-rollout-interview-plan/price-increase-rollout-interview-plan.png" alt="Process of six steps for a price rise rollout: segment the book, value interviews, write the letter, call top accounts, announce, reaction interviews." width="1080" height="1080" /></a>
<p>Source: <a href="https://www.koji.so/visuals/price-increase-rollout-interview-plan">Price increase rollout: a two-wave interview plan</a>, Koji</p>
