Building Mitigation Plans

Why Mitigation Plans Matter

• Clear plans help us reduce churn and keep customers.

• They align everyone on what we’re doing and why.

• They turn risk signals into proactive action, not reaction.

Step 1 – Understand the Risk Before You Plan

Before writing, ask:

• What exactly is going wrong?

• What data, customer feedback, or context do we have?

• Is it usage drop, new competitor, budget cut, or relationship issue?

A good plan starts with a clear diagnosis, not guesses.

Step 2 – Focus on What You Can Do

Include only actions you / your role can directly take. Avoid listing what product, marketing, or other teams should do.

Good examples:

• “Add an extra layer of quality control on the leads.”

• “Add a referral question in the questionnaire.”

Bad examples:

• “Change order to xxxx.”

• “Schedule leads training.”

Key Takeaways & Next Steps

• Start with understanding the churn risk, don’t guess.

• Only include actions you can own, with clear timelines.

• Enter your mitigation plan in Salesforce.

• Need feedback? Bring your draft plan to me or a teammate.

Checklist (for participants):

• Have I clearly defined what the churn risk is and why it’s happening?

• Are my actions specific, measurable, and time-bound?

• Are all actions things I (or my role) can directly do?

• Did I avoid vague phrases like “improve relationship” or delegating to others?