Maximizing Customer Touchpoints During Renewal Conversations

Renewal conversations are a goldmine for relationship building and upselling. Here are eight ways to maximize their potential: 

1. Start Early 

Salesforce begins renewal conversations 90 days in advance to address concerns proactively. 

Action: Set automated reminders to start renewal outreach well in advance. 

2. Celebrate Success 

Philips Healthcare showcases customer ROI in detailed reports, reinforcing value during renewals. 

Action: Prepare ROI reports that highlight customer wins and your product’s impact. 

3. Offer Loyalty Perks 

Adobe incentivizes early renewals with discounts on multi-year subscriptions. 

Action: Create exclusive perks like discounts or upgrades for loyal customers. 

4. Upsell Strategically 

HubSpot uses renewal time to introduce customers to advanced features that align with business goals. 

Action: Propose add-ons that provide immediate value to renewing clients. 

5. Personalize Every Interaction 

Zoom assigns dedicated customer success reps to manage enterprise renewals, deepening relationships. 

Action: Tailor your renewal process for high-value accounts with personalized outreach. 

6. Keep It Clear 

SAP simplifies contract terms to avoid confusion during renewals. 

Action: Eliminate jargon from contracts and focus on clear, customer-friendly language. 

7. Gather Feedback 

Zendesk includes surveys during renewals to improve its service offerings. 

Action: Use feedback from renewals to refine your product and approach. 

8. Make It Easy 

Netflix streamlines its premium plan renewals with one-click options. 

Action: Remove unnecessary steps from your renewal process to encourage quick decisions. 

FintastIQ streamlines renewal management with tools that track ROI, uncover upsell opportunities, and personalize customer touchpoints for better retention.