El Cliente que se Va

A 90-minute, 4-round Express simulation in the learner's own chair as a key-account manager whose largest customer has just given notice that it will not renew, with the call tomorrow morning: owning the failure in a sentence and asking what changed and what a renewal would have to show, rather than defending the product, going over the customer's head or leaving the call to the boss; arriving with usage by plant, the tickets and what the heaviest user says; committing to a written recovery plan with names, dates and success measures the customer chooses; discussing price tied to value rather than matching the competitor, a bridge discount or the notice clause; delivering the plan through a named internal team rather than the usual queue or a patch outside the release process; answering a security questionnaire truthfully with dated gaps and a compensating control; and deciding the renewal in a joint review of the measures, then a success plan reviewed every quarter.

Lorena Ruiloba Samano (fictional) manages the key accounts of Pasiega Software, a fictional Santander company selling a maintenance-management platform to food plants; her book is 810,000 euros of annual recurring revenue and the fictional cannery group Conservas Oyambre is 186,000 of it, with two of its four plants back on paper since a January release broke their integration.

You decide how you run the call and what you take into it, what you commit to fix and what you do about a competitor 30 percent cheaper, how you get it done inside your company and what you answer to the security questionnaire, and how you reach the renewal and run the account from there.

Scored on the value the customer really sees, the chance it renews, the recurring revenue of the book protected, your time and energy, the customer's trust and your credibility at home, and open risk; two shortcuts (a questionnaire answered with certifications you do not have, a recovery report dressed up for the renewal) come back and cap the score. Spanish primary, English included.

An intermediate simulation for participants who already know the core concepts of the subject, designed for master's and MBA programmes.