CS teams: Want to improve your renewal and retention rates?

Start asking these questions about each customer well ahead of their renewal:

-What are their goals?
-Are they meeting them?
-What problem do we solve for them?
-Who is the economic buyer?
-Do we have a relationship?
-What criteria will they base the renewal decision on?
-What is the renewal decision process?
-Who is / are our internal advocate(s)?

The questions are helpful, but the real value is in the process of finding an answer to each.

Thatโ€™s what yields the results.

What questions would you add?

View Original Discussion and LinkedIn