A recent LinkedIn poll indicated that everyone and no one owns renewals, this creates conflict internally and significantly creates a very poor customer experience. 

There are some essential elements of the renewal process that should be considered, no matter who owns the renewals. 

  • Customer first  
    • digital 
    • interactive 
    • cross sell 
    • upsell 
    • decision options esign, credit card, po, sharable 
      • Visibility 
        • to and through channel 
        • real time updates and dashboards 
        • ML to focus on “likely to churn” 
        • access to data across business units…. 

        Renewals are an important part of any business, especially those that operate on a subscription-based model. As such, determining who should own renewals can be a contentious issue within companies. The three main stakeholders in this discussion are sales, customer success, and a team effort. Each of these groups has its own strengths and weaknesses when it comes to owning renewals, and there are valid arguments for each approach. 

        Sales 

        Sales teams are typically the first point of contact for potential customers, and they play a crucial role in closing deals. Because of their close relationship with customers, they are often seen as the natural owners of renewals. Sales teams are skilled at building relationships with customers and understanding their needs, which can be helpful when it comes time to renew a subscription. Additionally, sales teams are often incentivized to close deals, which means they have a vested interest in ensuring customers renew their subscriptions. 

        However, sales teams may not be the best owners of renewals for several reasons. First, their focus is often on new business, and they may not have the bandwidth to dedicate the time and resources required to properly manage renewals. Second, sales teams may be less effective at managing ongoing relationships with customers, which could lead to a lack of engagement and potentially lost renewals. 

        Customer Success 

        Customer success teams are responsible for ensuring that customers are achieving their desired outcomes with a product or service. Because of this, they are well-positioned to own renewals. Customer success teams have a deep understanding of customers’ needs and can work with them to ensure that they are getting the most value out of their subscriptions. Additionally, customer success teams are often focused on retention, which means they are highly motivated to ensure that customers renew their subscriptions. 

        However, customer success teams may not be the best owners of renewals for several reasons. First, their focus is often on helping customers achieve their desired outcomes, which may not align with the sales team’s goals of upselling or cross-selling additional products or services. Second, customer success teams may not have the necessary authority or resources to manage renewals effectively. 

        Team Effort 

        Another approach is to make renewals a team effort, with both sales and customer success teams working together to manage the process. This approach allows both teams to leverage their strengths and collaborate to ensure that renewals are managed effectively. Sales teams can focus on identifying upsell and cross-sell opportunities, while customer success teams can focus on ensuring that customers are getting the most value out of their subscriptions. 

        The team effort approach may be the most effective way to manage renewals, as it leverages the strengths of both teams and ensures that customers are engaged throughout the entire lifecycle of their subscriptions. However, it may also require additional resources and coordination to ensure that both teams are working together effectively. 

        Determining who should own renewals is a complex issue that requires careful consideration of a company’s unique circumstances. While sales teams, customer success teams, and a team effort approach all have their strengths and weaknesses, the most effective approach will depend on a variety of factors, including the company’s size, industry, and business model. Ultimately, the key to successfully managing renewals is to ensure that customers are engaged throughout the entire lifecycle of their subscriptions, and that both sales and customer success teams are working together effectively to achieve this goal.

        • Jenny extended onsite support for hardware for $445 USD

        • 38 mins ago
        • John successfully renewed his £2,636 GBP software license

        • 28 mins ago
        • Albert from Walt Disney just successfully renewed $89,000 PC security subscription

        • for a 12-month term
        • Maitha successfully renewed a $1,213 software license

        • 5 mins ago
        • Hyun from Hyundai just successfully renewed a ₩890,000 virtualization subscription

        • for a 12-month term
        • Karl successfully renewed his €46 EUR software subscription

        • 14 mins ago
        • Olivia successfully renewed her €175 EUR software license

        • 11 mins ago
        • Karoline successfully renewed her €727 EUR software license

        • 36 mins ago
        • Juliana from Banco Bradesco just successfully renewed R$49,000 of virtualization subscriptions

        • for a 24-month term
        • SaaS productivity software increases cross sell conversion on 37% of renewals

        • Increased ARR by 15%
        • Mirco successfully renewed his €98 EUR software license

        • 47 mins ago
        • Fleur has successfully renewed her €2,767 EUR software product

        • about 1 hour ago
        • Tom has successfully renewed for €2,780 EUR

        • 7 mins ago
        • Vanessa paid a $1,032 AUD bill for consumption of services

        • 25 mins ago
        • Fleur from Orange just successfully renewed a €67,000 virtualization subscription

        • for a 12-month term
        • Dimitry successfully renewed his €218 EUR software license

        • 53 mins ago
        • Hugo renewed his €189.43 EUR software subscription

        • 8 mins ago
        • James paid a $559 AUD bill for consumption of services

        • about 2 hours ago
        • Thomas renewed his €729 EUR software license

        • just now
        • Maitha from Poste Italiane just successfully renewed their Desktop Software subscription for €76,890

        • for a 12-month term
        • Brad purchases extended coverage on hardware for $1218 USD

        • 30 mins ago
        • Marcus from Uber just successfully purchased $32,000 PC Premier Support

        • for a 36-month term
        • Lisa from a Security Vendor just automatically quoted & issued $14M of subscription renewals

        • with $27M of quoted upsell & cross-sell
        • Catherine from PC manufacturer just automatically quoted & issued $56M of subscription renewals

        • with $147M of quoted hardware refresh
        • Bart from Virtualization Vendor just automatically quoted & issued €23M of subscription renewals

        • with $56M of quoted upsell & cross-sell
        • David from AstraZeneca just successfully purchased his antivirus subscription for £2,300

        • for a 12-month term
        • Michael from Walmart just successfully renewed their technical support contract for $128,000

        • for a 12-month term
        • Fabio from Petrobras successfully purchased PC Onsite Support for R$23,540

        • for a 36-month term
        • Kate from CVS Health just successfully purchased Onsite Support for $442,500

        • for a 24-month term
        • Frank from The Home Depot just successfully purchased PC Care Packs for $89,000

        • for a 12-month term
        • Karl from Ericsson just successfully renewed Video conferencing subscription licenses for $228,000

        • for a 24-month term
        • Claire from T-Mobile US just successfully renewed their video conferencing subscription for $88,000

        • for a 12-month term
        • Security vendor just quoted & notified 924,955 customers

        • For self-service renewals & checkout
        • Pablo from Tesco just successfully renewed their Router license subscription & support for £127,000

        • for a 12-month term
        • Klaus from Siemens just successfully renewed their Desktop Software subscription for €36,000

        • for a 12-month term
        • Shilpa from ICICI Bank Ltd just successfully renewed her Video Conferencing subscription for ₹ 43,900

        • for a 12-month term
        • Tom from AXA just successfully purchased PC Virtual Support for €56,000

        • for a 12-month term
        • Chloe from OCBC Bank just successfully purchased their BI Subscription for $546,000

        • for a 12-month term
        • Hugo from BT just successfully purchased their Data Integrity subscription for £242,500

        • for a 12-month term
        • Software vendor just set discounting strategy & rules for auto renewals

        • In 34 countries
        • Video Conferencing vendor just auto quoted & issued $323,780 renewals opportunities

        • with $725,220 of attached cross sell
        • Virtualisation vendor just auto quoted & issued €976,000 subscription renewals

        • with €2,054,000 of cross-sell
        • PC manufacturer just auto quoted & issued £38,442,322 after point-of-sale opportunities

        • with £115,326,966 of hardware-refresh
        • Networking vendor just auto quoted & issued $26,450,000 support renewals

        • with $120,600,020 of attached cross sell
        • Security software vendor just auto quoted & issued $453,125,100 subscription renewals

        • with $725,220,050 of upsell
        • Desktop software vendor just auto quoted & issued ₹ 1,230,500,500 subscription renewals

        • with ₹ 4,050,750,000 of cross-sell
        • Distributor just auto-quoted, issued & notified £38,442,322 of opportunities to 2,784 resellers

        • with £115,326,966 of hardware-refresh
        • 876 Resellers auto-quoted, issued & notified £22,888,305 worth of opportunities

        • with £75,326,200 of hardware-refresh
        • Virtualization vendor grows IQRR by 3.8%

        • And predicting IQRR growth of 4.6% QoQ
        • Security vendor wins an additional $3.3M MRR by quoting upsell at the point of renewall

        • Growing NRR to 131%
        • SaaS vendor creates 7X unique engagement moments

        • Achieves 71% open rate
        • Software vendor achieves 82% On Time Renewal Rate

        • Average 28 days early
        • Business Intelligence vendor achieves 84% Renewal Rate on opened notifications

        • Earliest self-serve renewal, 84 days early