Who should own expansion and renewals?

Comments

3 comments

  • Christine Knific

    Good question, and it’s one that we’ve helped a lot of our customers work through. Ultimately, each organization is different and there is no one solution that fits every scenario. However there are several factors to consider:

    • Team structure, skills, and capacity. What roles and skillsets exist in your team’s structure today? Would you need to add team members to take on this task? 
    • Customer Relationships. Where are the strongest relationships with your customer base? Would it help or hurt those relationships depending which team leads the renewal process? 
    • Compensation Structure. As it stands today, what is the current compensation structure for team members involved in the renewal process? Is it possible to change? Your team will likely ask these questions since commission is common practice in sales, so be ready with your plan before the change is presented.  

    We also have a recent blog post, 5 SaaS Renewal Process Best Practices for Customer Retention, on the subject. 

     

    As you can see, this can be a hot topic! We’d love to hear from other members of the community on what has worked for you. Keep up the great conversation!

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  • Paul Case

    We have moved expansion back and forth between Sales and Client Success.  At the beginning of the year we formed a new Installed Sales team that reports up through sales, focusing only on existing customers.  We previously had an Inside Sales team that reported up through Client Success.  We dissolved this team and built the Installed Sales team with sales professionals that are customer facing.  This has worked well for us, allowing the CS team, who are not sales professionals, to focus more on renewals, adoption, and client satisfaction.  

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  • Christine Knific

    Really good input, Paul, and nice to hear about some lessons-learned as well. How are you handling the process of renewals vs expansion and the relationship between Installed Sales and CS?

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