We’ve all been on the customer-end of a contract coming up on renewal. How frustrating is it to be blind sided by an auto-renewal you didn’t get to cancel in time?
Surprises can be fun – like birthdays or celebratory milestones – but not when it comes to renewals for your customers.
The cost of acquiring a new customer is over five times more than keeping an existing one, which is why your renewal strategy should be cohesive and weaved into the entire customer experience from Day 1.
Customer success and account managers play a crucial role in properly preparing customers for the renewal conversation. When customers feel like they’ve been left in the dark, their expectations may not have been aligned with yours.
Luckily there are some easy steps to take right now that’ll set you up for a strong renewal conversation and improve your customer experience along the way.