About
A focused practice for account and plan switch behaviour
Switch Vertex Grid exists for one kind of question: when customers change accounts or plans, what actually happened — and what should the team do next?
Origin
The practice grew out of repeated work with subscription and membership teams in Malaysia who were drowning in event exports but still arguing about whether a downgrade was a price problem, a packaging problem, or a broken event. We specialised in that narrow slice: switch behaviour for accounts and plans.
How we work
We favour short, evidence-led engagements over open-ended retainers. Kickoff settles definitions. Analysis stays close to your plan catalogue and event glossary. The readout is a conversation with named next steps, not a slide archive nobody reopens.
On-site sessions are available in Kuala Lumpur. Regional teams usually join remotely for workshops and the final readout.
Values that show up in the work
- Definitions before charts. If personal and organisation accounts share muddy labels, we stop and fix the glossary first.
- Plain language. Findings name the plan people left, the plan they entered, and the timing against billing — not abstract “insight themes.”
- Honest limits. If instrumentation cannot support the question, we say so and recommend readiness work instead of inventing certainty.
Relationship with clients
Most clients are product, retention, billing, or analytics leads who already own the roadmap debate. We sit beside that debate for a few weeks, then leave you with artefacts your team can reuse in the next cycle.