#9-lifecycle-expansion
Thread
Hi all👋 - I'm looking for some advice on how to better collaborate with the renewals team. We're planning to work more closely with them and would love to hear your creative ideas for programs and nurturing strategies that go beyond the usual renewal email cycle.
<@U08Q1CSQD5E> What, if anything, are you currently doing with the renewals team? There are ways you can message renewals earlier in the customer lifecycle. You can also create upsell/cross-sell messaging in the renewal cycle. I need a little more information before I can give you more specific ideas.
We are in the early stages of development. While we can send messages ahead of renewals and have upsell and nurture campaigns throughout the customer journey, these are not specifically tied to the renewal event. We aim to transform the renewal process into an opportunity for both selling and nurturing.
<@U08Q1CSQD5E> when you talk about transforming the renewal process into selling, do you mean upsell or cross sell?
Looking for opportunities to upsell.
Yes. Renewal is the perfect time to upsell. In the upcoming report on the state of B2B Customer Contact Databases report I wrote, renewals and upsell were the #2 and 3 motions most impacted by the customer contact database.
Would you like to talk 1-1 to talk about some programs we have run at prior companies.
How about some type of matching program where you can pair recently renewed folks with other customers who are a bit more tenured and/or are using a use case they're interested in but haven't adopted yet? Maybe a kind of 'choose your own adventure' theme for the upcoming year
<@U08Q1CSQD5E> curious what all customer signals you have the ability to listen for that could help this feel super organic. I.e. do your CSM’s use gong? Combining sentiment from gong with health details from Gainsight/any CSP to weed out any clients who may have renewed but still aren’t feeling stellar is a good way to ensure you can do this at scale. Plus a step where the ask comes directly from the main CSM or point of contact who your client works most with tends to be more effective than it coming from sales. Happy to expand on how I’ve seen different companies tackle this leveraging behavior and health signals from existing tools to ensure only the right targets are reached while showing the revenue influence in SFDC