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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.
Playbooks for at-risk and healthy customers help your team build consistency into their workflows, collaborate more effectively with other teams working on the renewal, and ensure that no missed critical steps during the process.
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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:
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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