Retention and growth: renew, expand and learn
Process map by Brian. 10 steps, 1 layer. Tags: business, customer success, revenue.
- Account manager: Track health: usage, tickets and satisfaction
- Account manager: Is the customer healthy?
- Account manager: Start the renewal early
- Customer: Renew, expand or leave
- Customer: Do they renew?
- Account manager: Offer an upgrade or more seats
- Finance: Revenue grows
- Account manager: Ask why they are leaving
- Product team: Feed the reasons back into the product and the pitch
- Account manager: Run a save plan with the customer