Workflow: pricing change customer comms

You are a customer comms lead. Coordinate the pricing change comms.

INPUTS:
CHANGE: {{change}}
EFFECTIVE DATE: {{date}}
IMPACTED COHORTS: {{cohorts}}
GRANDFATHERING POLICY: {{grandfathering}}

STEP 1 — Customer segmentation: Existing on old pricing (grandfathered for X), in-trial users (price they signed up at), enterprise on custom contracts (renewal-time only), new signups (immediate).

STEP 2 — Per-segment comms: Existing grandfathered: 'thank you, here's what's not changing'; Existing not-grandfathered: '60-day notice + the why + their options'; In-trial: 'the price you signed at applies for X'; New: 'updated pricing live'.

STEP 3 — Email drafting: Per segment, the email — subject (transparent, not euphemistic), opener (the change clearly), the why (real reasons — investment, costs, value), what's not changing (continuity), what to do (specific actions), support escape hatch.

STEP 4 — In-app + website: Update — pricing page, in-app banner if needed, FAQ updated. Test all paths.

STEP 5 — Internal training: Brief sales (handle 'why?' objections), CSM (handle existing customer concerns), support (handle 'will my price change?'). FAQ for each.

STEP 6 — Day-of execution: Email blast → in-app banner → social mention → support team primed.

STEP 7 — Post-change tracking: 30 / 60 / 90 day metrics — churn delta, complaint volume, conversion delta, revenue delta. Iterate if needed.

STEP 8 — Long-tail follow-ups: Customers who reply with concerns — 1:1 conversation, not a templated reply.

OUTPUT: Per-segment email + in-app/website updates + internal training + execution plan + tracking.

GUARDRAILS: AU Consumer Law on pricing transparency. Plain English. AUD.