A
The customer did not renew their commercial licenses, as they either switched to Veeam-powered Service Provider or they are now using their own rental licenses
- Closed VCSP
- Reason: Moved to VCSP
Customer non-responsive
This stage is used when after multiple calls and emails, over many months, we cannot get a response from customer or partner about the renewal.
Stage can be used only 4 months after support expiration (2 months for subscription deals) and at least 10 attempts to the EU/reseller.
Customer went bankrupt or is closing the business/this specific branch, so this contract is not needed anymore.
Customer out of business
Customer did not budget renewal/doesn't have available budget for renewal
No budget
Partial renewal
The customer decided to renew only a part of the licenses due to infrastructure changes, limited budget or other business reason. Usually used by OP only upon the PO booking.
Product never installed
The licenses were never put in production for some reason (purchased for testing purposes, a person in charge left, still waiting for other parts of the infrastructure to be installed).
The renewal was replaced with new perpetual or subscription licenses. Make sure to get customer confirmation and apply for Maintenance split
Replaced by new licenses
Support and upgrades not needed
The perpetual product works well (no support cases), customer doesn't want/doesn’t need to upgrade to new versions. However, they continue using Veeam for backup.
Customer/partner mentioned they moved to a different backup solution but refused to provide details on who is a competitor or why they moved.
Competition, no details provided
Project finished
Licenses were purchased for a project, that has ended. Repurposing of licenses is not possible.
Customer tells you they won't be renewing, but they won't reveal a reason why.
No Renewal, no details provided
Customer moved to competition, and you found out why and who the competitor is.
Competition, identified
What are the competitive closing reasons
Partner pushed competitor, M&A or HQ mandated competitor, Software delivery method
(appliance, BaaS, non-Veeam MSP), Freeware, Marketplace route, Price, Technical features, Support issues, Infrastructure changes (Not using product or no longer needed)
The partner pushed another competitor due to business reasons (margin/ multiple agreements with them)
Partner pushed competitor
Use in case the company has to go with a different solution/is no longer using Veeam licenses due to merging or being acquired by other company, or if the headquarter mandated a different backup solution.
M&A or HQ mandated competitor
Customer switched to a non-Veeam service provider, they no longer perform their own backups.
Software delivery method
(appliance, BaaS, non-Veeam MSP)
Switched to a free backup software solution offered by a competitor.
Freeware
Marketplace route
Customer has moved some or all of their infrastructure to cloud and chooses to purchase Veeam licenses directly through their marketplace (ex. AWS; Azure)
Price
Customer has budget for renewal, but thinks the price is unreasonably high, so they decide not to renew the contract./ They switched to a competitor due to the price difference.
Technical features
Customer is not using the product any longer as he lacks some features, crucial to him. Make sure to mention in the loss reason details what exactly the customer is missing.
Support issues
The customer had unpleasant experience while resolving a support issue with our support team
Infrastructure changes
(Not using product or no longer needed)
Veeam licenses will no longer be used due to technical downsizing, applications that were backed up were changed/canceled, licenses were used for temporary projects (replication/migration purpose only, etc) and the existing licenses could not be re-purposed