Determine what at-risk means and how to monitor for it

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 features
• Negative survey responses or low NPS/CSAT
• Missed onboarding, adoption, or lifecycle milestones
• Lack of perceived value by your customer.
• Lack of visibility or missing indicators that can escalate the possible churn of a customer.