Best Renewal Communication Award
Sponsored by ChurnZero
The Best Renewal Communication award recognizes a CSM who knows how to save customers.
Scenario: You customer is renewing in three months and their pricing is increasing by 3%. It has taken significantly longer for them to get implemented and onboarded and have yet to start seeing value from your platform.
How to enter: Write this customer an email reminding them of their renewal and increase in price.
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Cody Armes, Key Account Manager II, Raken
When a Raken customer expressed concerns about an upcoming price increase, thanks in part to disruptions in their workflow, account manager Cody Armes stepped up.
Cody listened carefully to his customer’s concerns, while also advocating for his team’s hard work and dedication. He monitored the customer’s health score to flag issues before they became problems, and created custom dashboards to provide the customer with valuable insights into their product usage. Thanks to Cody’s dedication, the customer gained a better insight into the value of the Raken platform, and the role of Cody’s partnership within their success.
Carl Lajoie, Customer Success Manager, Signal AI
A valued client expressed reservations about renewing their partnership with Signal AI because the company did not offer all the services they required.
After initiating a call to understand the client’s concerns, CSM Carl Lajoie crafted a personalized renewal communication that aligned with the client’s needs and preferences, using advanced language processing capabilities. Carl’s communication incorporated strong data points to highlight the value the client could achieve with Signal AI’s services. Impressed with Carl’s thoughtfulness, empathetic approach and personal touch, the client came back to the table to renew their partnership.
Matthew Weaver, Customer Success Manager, CoreView
CoreView CSM Matthew Weaver anticipated a challenge in renewing a contract with a large customer who hadn’t utilized much of the product. Moreover, the renewal required a sizable true-up to be positioned alongside the renewal.
Matthew leveraged his introduction call with the customer to provide a deep dive into their usage, and to highlight how further integration of CoreView’s product could help the customer’s IT operations. His effort secured a commitment on next steps to secure buy-in on implementation as well as the renewal.