This document discusses the importance of customer renewals and minimizing attrition. It provides strategies for a lifecycle approach to renewals that begins at the start of the customer relationship. Key aspects of the renewal process include performing account reviews early to assess renewal risk, collaborating across teams on renewal strategy, engaging customers in renewal discussions, and ensuring a successful renewal outcome. The presentation emphasizes taking a proactive, preventative approach to renewals by identifying and resolving any potential customer issues that could impact renewal.

1. Ensuring successful
customer renewal
​ Minimizing attrition

2. Forward-Looking Statements
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3. Quick Poll
How many of you are Salesforce
Resellers?

4. Why are renewals important?

5. Law of Churn
​ Selling to stand still
$1m
Revenue
90% Renewal Rate
80% Renewal Rate
85% Renewal Rate
Year 0 Year 1 Year 2 Year 3 Year 4
$656k
$522k
$409k
$900k
$810k
$729k
$850k
$723k
$614k
$800k
$640k
$512k

6. A Lifecycle Approach: The Customer Journey
Get
Started
Renew
Adopt
&
Extend
Buy
​ Successful customers = Successful renewals

7. A Lifecycle Approach: The Renewal Journey
​ Renewals begin at Day 1 Renew
Early Warning System
Collaboration Engagement
Negotiate
& Close
Insight

8. How can a Renewals
Manager help?
Antonella Mascia

9. Collaborative Account
Reviews
Perform standard
forensic checks and
provide support. Alert
Sales and Customer
Success teams to
potential issues and work
to resolve
Agree renewal strategy
with Sales and engage
customer in renewal
discussion.
Agree renewal terms
and provide paperwork
for signature. Ensure
successful renewal
process for customers
Account Check-in,
Proactive Support
Customer Engagement
on Renewal process
Final Agreement and
Successful Renewal
Work with Customer
Success and Sales teams
to identify risk and
prescribe action plans.
Leverage 1:Many
programs, webinars,
Success Communities
What does the renewal timeline look like?
12 or 9 Months Out 120-90 Days Out 90-45 Days Out 30-15 Days Out

10. Renewal
Opportunity
Assess
renewal risk
At Risk
Execute
Playbook
Safe
Economic
1
Adoption
2
Political
3
Competitive
4
Negotiate/
Close
Red Account
Process
Complete
Renewal
Lost
12 months out
Collaborative Account
review
Assessing Risk
Renewal Risk Assessment

11. Raising the alarm
When we uncover customer issues we escalate and work to resolve
• Quantify risk & mobilize teams
• All hands on deck
• Raise visibility & escalate
• Define timeline & outcomes
• Share best practice
• Capture root cause analysis

12. Key Message From Today:
Take the right action at the right time
FORWARD LOOKING
EVENT & DATA DRIVEN
PRESCRIPTIVE

13. Quick Poll
Please rate if this webinar was
useful?