Introduction

Staying ahead of potential issues and ensuring seamless renewals is crucial for customer retention and success. Digital-led signals and resolution programs are game-changers, enabling you to automate processes, proactively address risks, and streamline renewals. This guide will walk you through the key steps to effectively implement these strategies, helping you reduce churn and keep your customers happy.

Step 1: Validate Renewal Stakeholders

Before diving into automation, it's essential to ensure you're engaging with the right people. Validating renewal stakeholders helps you target your efforts effectively, ensuring that your communications reach the appropriate contacts.

• Create a Survey: Send surveys to core contacts involved in the renewal process to validate stakeholder information.

• Automate Follow-up: Use survey responses to automate follow-ups and engage with newly identified stakeholders.

• Centralize Stakeholder Information: Incorporate updated stakeholder information into your system for easy access.

Step 2: Streamline Renewals with Automated Reminders and Journeys

Once you have the right stakeholders, the next step is to streamline your renewal process. Automating renewal reminders and journeys ensures that renewals are handled efficiently and consistently, freeing up time for your team to focus on high-touch renewals.

• Set Up Opt-Out Notifications: Automatically notify customers of upcoming renewals and provide easy renewal options.

• Deploy Automated Workflows: Use Journey Orchestrator to manage the renewal journey for most customers.

• Monitor and Report: Utilize Renewal Center to track renewal progress and ensure timely follow-ups.

Step 3: Set Up Automated Risk Alerts and Proactive Notifications

With renewals streamlined, it's time to enhance your risk management strategy. Automated risk alerts and proactive notifications help you stay ahead of potential issues, ensuring timely interventions and improved customer satisfaction.

• Define Risk and Escalation: Establish clear definitions and processes for identifying and escalating risks.

• Create Automation Rules: Set up rules to trigger risk CTAs and playbooks based on detected risks.

• Automate Campaigns and Alerts: Implement automated campaigns and alerts to keep your team informed and proactive.

What’s next

By following this series, you'll gain a comprehensive understanding of how to leverage digital-led signals and resolution programs to enhance your customer success efforts. Each article builds on the previous one, creating a cohesive learning path that equips you with the tools and strategies needed to reduce churn and ensure long-term customer satisfaction.

Stay tuned as we dive deeper into each of these topics, providing you with actionable insights and practical guidance on leveraging the Gainsight platform to its fullest potential. Happy reading!