How to discuss low adoption before a renewal
Your customer questions renewing because too few people are using the product.
What they might say
- “Only a few people log in.”
- “The team still uses the old process.”
- “It's hard to justify paying for unused seats.”
What's usually behind it
Low use may come from unclear ownership, a difficult workflow, or a need that has changed. More training will not necessarily fix the problem, so start by understanding where use breaks down.
What you can say
- That's a fair concern going into renewal.
- What's getting in the way of the team using it?
- Let's choose one change to test before the renewal.
Try not to
- Blaming the team for not using it.
- Promising training will solve everything.
How Earshot helps in the moment
Earshot listens live, shows one short card with a suggested line, and nudges you on pace so you can understand the barrier before proposing a fix.
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