The first step of establishing a renewal process is defining the leading indicators of risk within your customer base. They could include:
- Change of an executive sponsor
- The number of support tickets opened
- A drop in usage of your product or key features
- Negative survey responses or low NPS/CSAT
- Missed onboarding, adoption, or lifecycle milestones
An excellent tool for assessing risk is your customer success platform’s health scorecard. Some examples of measures we see commonly included in scorecards are:
- Engagement frequency, including executive engagement
- Product usage or license utilization
- Support tickets (number of opened tickets and priority)
- Customer sentiment (e.g. NPS, CSAT)
- CSM assessment
