What Would Harvey Do?

A customer just downgraded their Egnyte plan. You weren't informed until after it happened. What’s your next move?

• Escalate to Sales

• Ask why they downgraded

• Review history + offer check-in

• Wait for them to contact you

Your customer's usage is low for the last 60 days, but their renewal is in 5 months. What’s your next step?

• Wait until 30 days out

• Send generic BR emai

• Share usage/async BR + suggest check-in

• Notify RM

A champion you had a strong relationship with just left the company. What’s your best course of action?

• Add on LinkedIn and wait

• Email new contact

• Reach out to old contact for intro

• Wait for someone to reach out

A customer says, “We don’t see the value in Egnyte anymore. We’re considering alternatives.”

• Tell them switching platforms is expensive and time-consuming

• Ask what features they’re missing and offer a feature comparison

• Let them know you’ll inform the renewal team

• Acknowledge their concern, then share tailored value insights and offer a short review call

A customer is angry about a feature that doesn't work as they expected. They feel "misled". What’s your response?

• Blame Sales

• Defend the product

• Validate, clarify, offer workaround

• Say you'll share feedback

Your account is stable, but your QBR offer is ignored twice. What now?

• Keep inviting

• Drop it

• Reframe as Value Review

• Escalate to Sales

A customer purchased Egnyte Copilot but hasn't created any KB yet.

• Wait. They’ll reach out if they need help

• Send a short email with setup tips and a 5-minute demo video

• Involve Sales

A customer downgraded their plan last quarter, citing cost constraints. Their usage has since declined further. You’ve sent a few check-in emails with no response. What’s the best approach now?

• Mark the account as at-risk and stop outreach

• Try calling them unexpectedly to force a conversation

• Send a no-pressure value-focused email, offering help or a quick sync

• Ask the RM to offer a discount

You are overwhelmed with internal requests, and you’re falling behind on customer engagement activities. What do you do?

• Prioritize internal asks

• Escalate to Dom/Steve

• Communicate bandwidth, re-prioritize, and double down on scalable customer touches like mass emails or recordings.

• Ignore Internal Tasks

A customer has Content Classification policies enabled and they frequently share sensitive content externally. What’s the best next step?

• Implement a third-party DLP solution

• Enable Content Safeguards and offer a walkthrough

• Do nothing since classification is already in place