Transcript

The Account Profile is my go-to spot for understanding what’s happening with my customer, in real time. For example, I have an upcoming meeting with this customer regarding their renewal.

Within the Key Info section, I’ll note the renewal date and contract value. Here, I also notice that my customer has 15 licenses, but they are only using 5. This sends me a red flag! I need to uncover why their license utilization is low, and I should be prepared for a potential downgrade conversation.

Before I forget, I’m going to use the quick actions menu to see if there’s a SuccessPlay for this exact situation. That way, I can add the appropriate tasks to my to-do list.

On the other hand, if I found that their current utilization was 100%, that would signal to me they might be ready to expand their contract, and I’d check to see if there was a play for that scenario as well!

Next, I’ll go to the Health section. My customer is in average health. A few things stick out to me: We already saw that license utilization is low. Additionally, there are 7 outstanding support tickets. I need to get updated statuses on those items before my call.

Below health, I will also note the top user activity, and I can also jump to the Usage tab, just to make sure I don’t see any major dips in the last quarter.

Now that I’m updated on performance, I’ll go to the Timeline tab. Because I’m preparing for a Renewal conversation, I’ll filter the activity here to see any previous engagements my team has had with the customer, specifically around their renewal. I can also filter to see any automated Campaign emails that were sent related to renewal.

Next, I’ll hop over to the Plan tab to review goals and objectives, and make sure I close out any open tasks. I could even add a new objective for their renewal here.

Finally, I always view the Assets tab to see any documents uploaded for the customer.

Throughout my prep, I like to start drafting my talking points using an Internal Note touchpoint. I can close this to keep it saved as a draft. Then, I’ll actually use it again during my call to take notes. For example, when I’m on the call, I’ll update my notes right here. I also like to add new tasks for myself for any follow-up items.

When the call ends, I’ll clean my notes up a bit so that I can send them as an actual email recap.

Since renewals is my focus at the moment, I also check in on my team’s Renewals SuccessBLOC so that I can see metrics for my whole portfolio and performance for my entire team!