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Where does the renewal template live?
Where is...WorkRamp under training and enablement
What do you do if a customer asks for their contract?
What is...Send the contract and schedule a call to meet with mPOC
The customer wants to cancel and is 85 days from renewal. Can they?
What is...No
Where do the renewal details for an account live?
What is...HubSpot in the CS overview tab
What was the name of Consensus before Consensus?
Who is... Demochimp
When do I move a customer down to 30% renewal probability?
What is...They stop responding to emails, start ghosting or canceling meetings without rescheduling, and usage drops
A customer who fails to complete this crucial initial process is at a very high risk of churning early.
What is a poor optimization experience?
What are three red flags for churn?
What is...
Renewal Momentum <50
Licenses Consumption <75%
No Exec Sponsor identified
No customer contact in +60 days
How many days before renewal does the renewal notification get sent?
What is...120 days
The departure of the key person who championed your product within the customer's organization is a classic example of this risk factor.
What is a loss of a champion?
What does meet me at the zebras mean?
Bonus points: Can you name the team member who told the story that inspired the initiative's name?
What is... traveling to see our top 20 accounts
Bonus points: Who is Jacob Begay
What is the communication strategy for a save play?
What is...Proactive outreach, schedule a meeting to discuss changes, Automated QBR, provide goals and analytics.
Customer gives a cancellation notice. What are you doing next?
What is...Start a save play motion
When you send the renewal email, you update the deal stage to?
What is...Engaged
What are the three reasons you should pull in the Renewals Manager(Megan)?
What is...
1. Customer gives notice
2. The account is identified as at risk of churning
3. Customer requests a copy of their contract
How do you revive an at-risk customer?
What is...Update the account plan, schedule an account team meeting, and meet with the customer to understand why they want to cancel and create a caveman ROI for them.
Customer asks to cancel 1 week before renewal. Can they?
What is...No
What is Alex Edwards' favorite band?
Who is... Smashing Pumpkins
This metric is calculated by dividing the number of customers you lost in a period by the total number of customers you had at the beginning of that period.
What is the churn rate?
Who gets included on the renewal notification email?
Who is...Account Executive (AE), Customer Success Manager (CSM), Finance
The customer has given notice to cancel. When is the account officially dead?
What is...Once the renewal date has passed
Before a renewal date, a Customer Success Manager should initiate this to review the customer's progress and reaffirm the value of the product.
What is...a QBR (Quarterly Business Review) or a renewal check-in?
My mPOC is leaving. What do I do?
mPOC( Main Point of Contact)
What is... Ask for an intro to the new owner and utilize LinkedIn Navigator to multi-thread OR (Bonus points) Use playbook in Workramp for next steps!
What is the difference between Voluntary and Involuntary Churn?
What is...
1. Voluntary Churn (poor user experience, competition, not meeting value needs)
2. Involuntary churn (not owned by the champion, example: acquired)
Who is part of the account team?
Who is...Customer Success Manager (CSM), Account Executive (AE), Renewal Manager