How to Build a Powerful Renewal Playbook

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We keep coming up with fancy ways to describe the purpose of Customer Success, but in the end, we’re here for one thing: ensuring customers are so successful that they renew, term after term. It’s not unusual to create and follow playbooks throughout adoption phases, but we often skip an important one: the renewal playbook. If you’re going into renewals in the dark and “hoping for the best”, you’re missing a critical step. Introducing predictability into the renewal process always correlates with lower churn rates, and who doesn’t want that? Design and use a proactive game plan to manage the 90, 60, or 30 days prior to renewal and secure more wins.

Logiciels

CUSTOMER SUCCESS WORKSHOPS
HOW TO
BUILD
A POWERFUL RENEWAL
PLAYBOOK
WITH PAUL PHILP
FOUNDER & CEO AMITY

GET YOUR
TWEET ON AND
JOIN THE
CONVERSATION.
#CSWORKSHOP
@GETAMITY
+
@PPHILP
A LITTLE
HOUSE
KEEPING
How to Build Your Customer Onboarding Playbook

A set of rules to follow: what to do, when,
and how.
As your team grows, playbooks help you act
as one, all following standard processes and
delivering the same CX to all accounts.
WHAT IS A CSM
PLAYBOOK?

WHY DO WE NEED PLAYBOOKS?
CSM LEVEL:
• Increase accuracy
• Make your life easier
• Always know what to do next
• Measure your performance
TEAM LEVEL:
• Set goals and monitor KPIs
• Increase collaboration
• Onboard new employees rapidly
• Unify customer experience
• Identify gaps and prevent overlaps
• Increased productivity and efficiency

2 Types of Renewal Models:
1. When a contract is signed during the sales process, there comes a day when
the agreement expires and needs to be renewed
2. Perpetual customers renew month to month, and they can decide to churn
at any time
WHAT’S A RENEWAL?

A contract customer is not able to leave until renewal time
àWhen a customer is locked into a contract, they aren’t included in Retention
and Churn calculations
Perpetual customers can leave you any time
à Each renewal counts towards your Retention and Churn %
RENEWALS & RETENTION

OWNERSHIP
3 Types of Process Models:
1. CSM managing the renewal solo’
2. CSM hands over the customer to an Account Manager
3. CSM and Account Manager tag team
• If a contract renegotiation is involved, AM’s should own or co-own the
renewal
• CSM’s should focus on success, not purchasing and legal matters

THE SAMPLE PLAYBOOK
Execute new
agreement
90 DAYS
PRIOR
RENEWAL

RENEWAL
Execute new
agreement
Review agreement
with customer
90 DAYS
PRIOR
THE SAMPLE PLAYBOOK

RENEWAL
Execute new
agreement
Review agreement
with customer
Prepare new
agreement
with customer
Execute new
agreement
Review agreement
with customer
Prepare new
agreement
with customer
Account ManagementCustomer Success
90 DAYS
PRIOR
THE SAMPLE PLAYBOOK

RENEWAL
Execute new
agreement
Review agreement
with customer
Prepare new
agreement
with customer
Customer Review
Account ManagementCustomer Success
90 DAYS
PRIOR
THE SAMPLE PLAYBOOK

RENEWAL
Execute new
agreement
Review agreement
with customer
Prepare new
agreement
with customer
Customer Review
Send upcoming
renewal notice
Account ManagementCustomer Success
90 DAYS
PRIOR
THE SAMPLE PLAYBOOK

Execute new
agreement
Review agreement
with customer
Prepare new
agreement
with customer
Customer Review
Send upcoming
renewal notice
90 Day
internal review
RENEWAL
Account ManagementCustomer Success
90 DAYS
PRIOR
THE SAMPLE PLAYBOOK

GETAMITY.COM/DEMO
• Centralize your data
• Automate heath scoring
• Stop operating in Excel
• Collaborate on playbooks
MAKE YOUR LIFE EASIER

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WSO2Con2024 - WSO2's IAM Vision: Identity-Led Digital Transformation

WSO2

ADR, or Architecture Decision Record, is a valuable tool in software development for several reasons. It provides a centralized location for documenting and tracking architectural decisions, aiding both current and future team members. ADRs enhance communication among team members by documenting the rationale behind architectural decisions, especially beneficial during onboarding of new team members or when revisiting decisions. They serve as a knowledge base, enabling teams to learn from past decisions and refine their decision-making process. Additionally, ADRs contribute to transparency by helping stakeholders understand the reasons behind specific architectural choices. As with any other tool or process, introducing them into an organization can face several obstacles, and overcoming these challenges is crucial for successful implementation. In this talk I go through some common problems and our way of solving them.

Architecture decision records - How not to get lost in the past

Papp Krisztián

Devoxx UK 2024 - Going serverless with Quarkus, GraalVM native images and AWS...

Bert Jan Schrijver

WSO2CON 2024 - How to Run a Security Program

WSO2

OpenChain - The Ramifications of ISO/IEC 5230 and ISO/IEC 18974 for Legal Pro...

Shane Coughlan

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This presentation covers the following topics: What is logging? The purpose of logging: Debugging The purpose of logging: Security The purpose of logging: Stats & analytics Traditional logging Traditional logging: Advantages Traditional logging: Disadvantages The solution: Large-scale logging Large-scale logging: Core principles Large-scale logging: Solution types Large-scale logging: Cloud vs on-prem Large-scale logging: Operational complexity Large-scale logging: Security Large-scale logging: Costs Large-scale logging: On-prem comparison - Elasticsearch - Grafana Loki - VictoriaLogs On-prem comparison: Setup and operation On-prem comparison: Costs On-prem comparison: Full-text search support On-prem comparison: How to efficiently query 100TB of logs? On-prem comparison: Integration with CLI tools VictoriaLogs for large-scale logging VictoriaLogs demo instance - Ingestion rate: 3600 messages / minute - The number of log messages: 1.1 billion - Uncompressed log messages’ size: 1.5TB - Compressed log messages’ size: 23GB - Compression ratio: 47x - Memory usage: 150MB VictoriaLogs CLI integration demo - Which errors have occurred in all the apps during the last hour? - How many errors have occurred during the last hour? - Which apps generated the most of errors during the last hour? - The number of per-minute errors for the last 10 minutes - Status codes for the last hour - Non-200 status codes for the last week - Top client IPs for the last 4 weeks with 404 and 500 response status codes - Per-month stats for the given IP across all the logs Large-scale logging solution MUST provide excellent CLI integration VictoriaLogs: (temporary) drawbacks VictoriaLogs: Recap - Easy to setup and operate - The lowest RAM usage and disk space usage (up to 30x less than Elasticsearch and Grafana Loki) - Fast full-text search - Excellent integration with traditional command-line tools for log analysis - Accepts logs from popular log shippers (Filebeat, Fluentbit, Logstash, Vector, Promtail, Grafana Agent) - Open source and free to use!

Large-scale Logging Made Easy: Meetup at Deutsche Bank 2024

VictoriaMetrics

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