I am using the Miller Heiman gold sheet for Account planning. It is also known as the OST Model (Operational, Strategic & Tactical).
Hi @Julia Weinstock, There's a detailed article exactly on this topic -- it's ~7 minute read, but I promise it's worth it as it details a process that works very well to strengthen customer relationships: https://waypointgroup.org/stop-chasing-renewals-heres-how-to-keep-customers-engaged-so-renewals-and-more-will-just-come/
No commercials. On that site are templates for success plans , detailed whitepapers with templates for communications, etc. I hope this helps and please let me know if I can provide other resources or answer questions. /Steve