3 Steps to Creating a Renewal Process and Retention in Your Customer Base | Customer Success and Product Experience Software | Gainsight - Deepstash

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3 Steps to Creating a Renewal Process and Retention in Your Customer Base | Customer Success and Product Experience Software | Gainsight

3 Steps to Creating a Renewal Process and Retention in Your Customer Base | Customer Success and Product Experience Software | Gainsight

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Retaining customers: The purpose behind the process

To effectively improve retention, companies need to have a defined process in place to manage renewals.

Your team will be more efficient in their day-to-day and ensure that nothing slips through the cracks when renewal time comes along. Additionally, it will also allow them to deliver ...

The first step of establishing a renewal process is defining the leading indicators of risk within your customer base. They could include:

  • Change of an executive sponsor
  • The number of support tickets opened
  • A drop in usage of your product or key fe...

You need to define a standardized plan of action or a playbook that enables your team to mitigate risks before a renewal cycle. Playbooks help your team be more proactive in managing renewals and provide step-by-step guidance on the actions your team should take to close the renewal.

...

The key to driving a lasting and meaningful impact on customer retention metrics is scaling your processes properly. For most companies, this is where CS technology can have the most significant impact. 

Automated workflows can help your team work more efficiently and e...

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