Renewals & Retention – Build a Save Plan

Learning Goal

Define early churn risk signals, create a renewal timeline (90/60/30 days), and write a simple save plan template to proactively address customer concerns and reduce panic.

Who

Sales and customer success teams are responsible for implementing this process to ensure a smooth renewal experience.

What

• Identify key metrics to detect early churn risk signals
• Create a structured renewal timeline to address concerns before they escalate
• Develop a simple save plan template to outline clear actions for each risk signal

Where

This process should be implemented in your CRM or customer success management system.

When

Regularly review and update the renewal timeline to ensure it remains relevant and effective.

Why it Matters

• Renewals fail when issues are discovered too late, leading to lost revenue and damaged relationships
• Decision-makers change, and your value story must stay current to remain competitive
• A well-planned save plan reduces panic and random discounting, ensuring a more predictable and sustainable revenue stream

How

1. Define Early Churn Risk Signals: Identify key metrics such as drop in engagement, increase in support requests, or changes in procurement behavior to detect early warning signs of churn
2. Create a Renewal Timeline: Schedule regular check-ins (90/60/30 days) to proactively address concerns and ensure timely interventions
3. Write a Simple "Save Plan" Template: Outline clear actions for each risk signal, including the owner, fix actions, and expected outcomes to ensure a structured approach to addressing customer concerns

Guided Exercise (10–15 min) — Renewal Timeline

1. Write what you do at 90/60/30 days before renewal to ensure a smooth transition
2. Add a value review meeting and stakeholder mapping to ensure alignment and buy-in
3. Pick one account and schedule the 90-day step now to demonstrate your commitment to proactive renewal

Independent Exercise (5–10 min) — Save Plan v1

Write a save plan for one risky account using the template to practice implementing the process and identifying potential roadblocks

Self-Check

• I know early churn risk signals
• I have a renewal timeline in place
• I can write a clear save plan to address customer concerns

Bibliography (Sources Used)

• [Insert relevant sources or references]

Additional Resources

• [Insert additional resources or links to further learning]