A customer wants fewer seats even though their main workflow is successful. How would you handle the conversation?

Instruction: Use the actual licensing model, renewal ownership and customer workflow. Do not claim that you personally secured a retention result unless you did.

Context: It separates a legitimate change in customer need from an adoption problem and connects the recommendation to contractual and commercial authority.

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I'd ask which users and workflows still need access, why the unused seats are no longer needed, and whether anything is preventing intended users from participating. A smaller team, seasonal work and a failed rollout call for different responses...

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