Rev Up and Renew

beperks7
beperks7 Posts: 3 ✭✭
in Demand Gen Plays

This is a play for getting current clients to renew their subscriptions, and a little bit of cross/up-sell too!

  • Select the Best Accounts: Customers that are coming up for renewal in 6-9 months (or whatever cycle is best for your company)
  • Learn about the accounts: Look at their NPS, create a segment of people based on high vs low scores. Have the alerts going to the firm's service manager for when the client is researching competitors.
  • Create a nurture program to let them know their renewal is coming up. Personalize the nurtures based on their NPS score. Send a gift to the unhappy people. Do a live Q&A webinar to show off new releases. Offer 1-1 chats with product team. Have the customer service person call them. 
  • Collaborate with service. Cadence of phone calls and emails with the clients. Make sure the service team has the right contact information for the clients. Do a discovery call to see if they are ready for cross-sell - are there keywords the firm is searching for that would indicate they want to add on to their current subsription?
  • Track Real stuff - Track the number of meetings between the client and the service team. Track the renewal rate. Are they opening/clicking the emails. Track the cross-sell opportunity rate. 


People in my group:

Becca Perkins (me)

Allison Lattanze

Megan Landrigan

Adrianna Parra

Sarah Bartlett
. 

Comments

  • Kimberly Conklin
    Kimberly Conklin Posts: 357 6senser

    @beperks7 Love it!

  • José Forte
    José Forte Posts: 8 ✭✭✭

    Nice playbook, thanks @beperks7!!

    "Have the alerts going to the firm's service manager for when the client is researching competitors." did you built guidelines/approach matrix to your CSMs/AMs so they know how to approach on those cases?

    And if so can you share the key highlights of it?

    Asking for that because the industry we sell for it's not tech savvy so unlike others they get suspicious/afraid on actions based on tracking and because of that I feel our AMs time to time get stuck on how to approach them with that information.

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