# Retention and growth: renew, expand and learn

> A process map exported from forks.world (https://forks.world). Author: Brian. Source: https://forks.world/p/cmv4pv82c000rjm06t3ltwaxa
> It describes who does what, in what order, and with which technology. Read the plain-language sections first; the JSON at the end is the exact, complete data.

## Summary

- 10 steps across 1 layer
- Persona: Account manager, Customer, Product team, Finance

## How to read this file

- A process is made of **layers**. The main layer is the top level; any step of kind `subprocess` opens a detail layer with its own lanes and steps.
- **Lanes** are either persona (people/roles) or technology (systems). Each step belongs to one lane; `using` lists tools a person uses for that step.
- Step kinds: `start`, `task`, `decision` (its arrows carry the answer as a label), `subprocess`, `end`.

## Retention and growth: renew, expand and learn

Lanes:
- Account manager: person / role (id `am`)
- Customer: person / role (id `cust`)
- Product team: person / role (id `product`)
- Finance: person / role (id `fin`)

Steps, in the order they run:

1. **Track health: usage, tickets and satisfaction** [start; Account manager; id `g1`]
   - then Is the customer healthy?
2. **Is the customer healthy?** [decision; Account manager; id `g2`]
   - if "Yes" go to Start the renewal early; if "No" go to Run a save plan with the customer
3. **Start the renewal early** [subprocess; Account manager; id `g3`], links to the published process "Renew a subscription (before it becomes a surprise)" (https://forks.world/p/cmv0iebew0040jw06unuiyu6a; full text at https://forks.world/api/public/cmv0iebew0040jw06unuiyu6a/export)
   - then Renew, expand or leave
4. **Renew, expand or leave** [task; Customer; id `g4`]
   - then Do they renew?
5. **Do they renew?** [decision; Customer; id `g5`]
   - if "Yes" go to Offer an upgrade or more seats; if "No" go to Ask why they are leaving
6. **Offer an upgrade or more seats** [task; Account manager; id `g6`]
   - then Revenue grows
7. **Revenue grows** [end; Finance; id `g8`]
8. **Ask why they are leaving** [task; Account manager; id `g7`]
   - then Feed the reasons back into the product and the pitch
9. **Feed the reasons back into the product and the pitch** [subprocess; Product team; id `g9`], links to the published process "How a subscription software company makes money" (https://forks.world/p/cmv21nwck002ul206rokimiab; full text at https://forks.world/api/public/cmv21nwck002ul206rokimiab/export)
   - (no next step recorded)
10. **Run a save plan with the customer** [task; Account manager; id `g2a`]
   - then Start the renewal early

```mermaid
flowchart LR
  subgraph l_am["Account manager"]
    n_g1(["Track health: usage, tickets and satisfaction"])
    n_g2{"Is the customer healthy?"}
    n_g2a["Run a save plan with the customer"]
    n_g3[["Start the renewal early"]]
    n_g6["Offer an upgrade or more seats"]
    n_g7["Ask why they are leaving"]
  end
  subgraph l_cust["Customer"]
    n_g4["Renew, expand or leave"]
    n_g5{"Do they renew?"}
  end
  subgraph l_product["Product team"]
    n_g9[["Feed the reasons back into the product and the pitch"]]
  end
  subgraph l_fin["Finance"]
    n_g8(["Revenue grows"])
  end
  n_g1 --> n_g2
  n_g2 -->|"Yes"| n_g3
  n_g2 -->|"No"| n_g2a
  n_g2a --> n_g3
  n_g3 --> n_g4
  n_g4 --> n_g5
  n_g5 -->|"Yes"| n_g6
  n_g5 -->|"No"| n_g7
  n_g6 --> n_g8
  n_g7 --> n_g9
```

## Full data (JSON)

```json
{
  "title": "Retention and growth: renew, expand and learn",
  "maps": {
    "m_root": {
      "id": "m_root",
      "lanes": [
        {
          "id": "am",
          "name": "Account manager",
          "type": "person"
        },
        {
          "id": "cust",
          "name": "Customer",
          "type": "person"
        },
        {
          "id": "product",
          "name": "Product team",
          "type": "person"
        },
        {
          "id": "fin",
          "name": "Finance",
          "type": "person"
        }
      ],
      "steps": [
        {
          "id": "g1",
          "kind": "start",
          "lane": "am",
          "next": [
            {
              "to": "g2"
            }
          ],
          "uses": [],
          "label": "Track health: usage, tickets and satisfaction"
        },
        {
          "id": "g2",
          "kind": "decision",
          "lane": "am",
          "next": [
            {
              "to": "g3",
              "label": "Yes"
            },
            {
              "to": "g2a",
              "label": "No"
            }
          ],
          "uses": [],
          "label": "Is the customer healthy?"
        },
        {
          "id": "g2a",
          "kind": "task",
          "lane": "am",
          "next": [
            {
              "to": "g3"
            }
          ],
          "uses": [],
          "label": "Run a save plan with the customer"
        },
        {
          "id": "g3",
          "kind": "subprocess",
          "lane": "am",
          "link": {
            "id": "cmv0iebew0040jw06unuiyu6a",
            "scope": "public",
            "title": "Renew a subscription (before it becomes a surprise)"
          },
          "next": [
            {
              "to": "g4"
            }
          ],
          "uses": [],
          "label": "Start the renewal early"
        },
        {
          "id": "g4",
          "kind": "task",
          "lane": "cust",
          "next": [
            {
              "to": "g5"
            }
          ],
          "uses": [],
          "label": "Renew, expand or leave"
        },
        {
          "id": "g5",
          "kind": "decision",
          "lane": "cust",
          "next": [
            {
              "to": "g6",
              "label": "Yes"
            },
            {
              "to": "g7",
              "label": "No"
            }
          ],
          "uses": [],
          "label": "Do they renew?"
        },
        {
          "id": "g6",
          "kind": "task",
          "lane": "am",
          "next": [
            {
              "to": "g8"
            }
          ],
          "uses": [],
          "label": "Offer an upgrade or more seats"
        },
        {
          "id": "g7",
          "kind": "task",
          "lane": "am",
          "next": [
            {
              "to": "g9"
            }
          ],
          "uses": [],
          "label": "Ask why they are leaving"
        },
        {
          "id": "g8",
          "kind": "end",
          "lane": "fin",
          "next": [],
          "uses": [],
          "label": "Revenue grows"
        },
        {
          "id": "g9",
          "kind": "subprocess",
          "lane": "product",
          "link": {
            "id": "cmv21nwck002ul206rokimiab",
            "scope": "public",
            "title": "How a subscription software company makes money"
          },
          "next": [],
          "uses": [],
          "label": "Feed the reasons back into the product and the pitch"
        }
      ],
      "title": "Retention and growth: renew, expand and learn",
      "parent": null
    }
  }
}
```