Renew a subscription (before it becomes a surprise)
Process map by Brian. 19 steps, 2 layers. Tags: business, customer success, sales.
- CRM: 120 days before renewal: the renewal opportunity is created
- Customer success: Review usage, support tickets and goals
- Customer success: Is the customer healthy?
- Account manager: Send the renewal quote with a value summary
- The customer: Renews?
- Billing: Invoice and record the renewal
- Customer success: Thank the customer and set next year's goals
- Account manager: Adjust seats or term and re-quote
- Customer success: Exit interview: learn why
- CRM: Mark as churned with a reason
- Customer success: Run a save plan
- Customer success: Give it 30 days to work