Introduction

The renewal experience is critical for maintaining customer satisfaction and driving business growth. Ensuring that your team engages with the right stakeholders during the renewal process is essential for smooth and successful renewals. By setting up a system to validate and confirm key stakeholders, you can facilitate more personalized conversations, build stronger connections, and increase your chances of renewal success.

Why does this matter?

Validating renewal stakeholders brings several benefits:

1. Targeted and Personalized Outreach: Engaging the correct stakeholders ensures that your outreach is relevant and effective, addressing individual concerns and building solid relationships.
2. Proactive Stakeholder Management: Keeping stakeholder information up-to-date allows your team to adapt their approach and engage with the right individuals, reducing the risk of miscommunication or missed opportunities.
3. Enhanced Collaboration and Alignment: Clear identification of stakeholders helps align expectations and facilitates collaboration, addressing potential roadblocks promptly.
4. Streamlined Renewal Process: Automating stakeholder validation reduces manual effort, allowing your team to focus on strategic initiatives and deliver exceptional customer experiences.

How to get started

To implement a workflow for validating renewal stakeholders, follow these steps:

1. Create a Survey:
   • Send surveys to core contacts involved in the renewal process to validate information about stakeholders' roles, responsibilities, and any changes in the organizational structure.
2. Automate Follow-up:
   • Use the survey responses to automate follow-ups. For example, if a stakeholder change is identified, prompt additional personalized outreach to engage with the newly identified stakeholders.
3. Centralize Stakeholder Information:
   • Incorporate the survey responses into the Customer 360 (C360) or your organization's system. This ensures easy access and reference for the renewal team, keeping stakeholder information up-to-date.

Gainsight Features You'll Need

Here are the Gainsight Features you can use to accomplish this:

1. Journey Orchestrator: For creating and managing automated journeys and follow-ups based on survey responses.
2. Surveys: To gather and validate information about stakeholders from your customers.
3. Call to Actions: To automate follow-ups and prompt additional outreach based on survey responses.
4. Customer 360: To centralize and provide easy access to updated stakeholder information.

What’s Next?

With validated stakeholder information in hand, it's time to streamline your renewal processes for efficiency and effectiveness.

Next, read Streamline Renewals with Automated Reminders and Journeys to learn how to automate your renewal communications and journey, ensuring timely and consistent interactions with the right stakeholders.