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meenal_shukla
meenal_shukla
Gainsight Employee ⭐️⭐️
March 28, 2019
Question

Have you created processes around auto-renewal with multiple SKUs that may have different renewal ra

  • March 28, 2019
  • 2 replies
  • 116 views
Would love to know what people are thinking in terms of processes and Gainsight configuration associated with them.

A customer of mine has multiple SKUs and a subset of these get sunsetted every year. If they use automation, it is hard to define a programatic approach towards it because a CSM has to get on a phone and let the customer know that this option is being sunsetted.

    2 replies

    E
    Gainsight Employee ⭐️
    elliot_hullverson
    Gainsight Employee ⭐️
    March 28, 2019
    Could you automate the notification (email) to the end user informing them that the product option is sunsetting. Then include a survey (yes or no) asking the end user if they would like to speak with CSM to review replacement product etc?

    meenal_shukla
    meenal_shuklaAuthor
    Gainsight Employee ⭐️⭐️
    April 9, 2019
    Elliot, since there are multiple SKUs, some of which is sunsetting, there will be multiple programs and multiple paths to take.

    Outplay. Outwit. Outlast.
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