Which action is essential during customer offboarding?

The essential action during customer offboarding is to communicate about planned service termination. This is crucial because clear communication ensures that the customer is fully informed about the details of the service being terminated. This includes timelines, the reasons for termination, and any impacts it may have on their ongoing operations. Effective communication helps in managing expectations and minimizing disruptions for the customer. It also provides an opportunity to clarify any final obligations or actions needed from both parties, thus maintaining a professional relationship and enhancing the overall customer experience even at the end of the engagement.

While other actions, such as conducting user feedback sessions or offering discounts, can be beneficial for the future relationship or customer satisfaction metrics, they are not as critical at the point of offboarding as ensuring the customer has all necessary information regarding the service termination. Updating service documentation is also important but typically follows the communication process rather than being the focus during the offboarding phase.