Hi Everyone-
I've recently taken responsibility for renewals in the business due to organizational gaps in a growing startup. While I've been in the customer space for 15 years, I have never run renewals as a core responsibility. I have developed a journey to assist in the customer experience leading up to the renewal, which includes education, outcome-based conversations, business reviews, and product/service feedback, but the strategic conversations/sales conversations around this activity are a gap. Does anyone have a solid, yet simple, process + tips/tricks to follow for renewals (most contracts are 1 year in length and <75k)? The CS team typically has a relationship with the day-to-day users, less so on the buying side and we do not have an RM team (only hunters) that nurtures the buyer relationship. I'm curious if others have this engagement model, and if you have implemented other tactics to get to the buyer or executive, who may not "know" the CSM.
Much appreciated!
Allison