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.
That’s what yields the results.
What questions would you add?
