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
. 

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