Renewals

“I think that the sort of gold standard at this point is your net promoter score and looking at how you're doing in that and then correlating that to renewals. And if you have a nine, then you're this likely to renew. And if you have an eight, you're like this …”

“We need the same kind of methodology for renewals. When we're committing a deal for renewal, it can't just be, I think they're going to renew. It has to be against a specific methodology in exactly the same way we would expect the pipeline pre-sale”

“We found we need roughly three to six months to move the needle significantly on a renewal on either retention, churn, or upsell.”

“I think if you have humans in a renewal, you're you have failed your customers. You have failed your customers. If you need sales or success or account, it doesn't mean that the margin, you don't need help. I'm not saying you don't need to parachute in on 10% …”

“We're now talking about renewals that are 12 and 18 months out, and that's a very healthy place to be in because with that kind of a window, if you have an account that's maybe at risk, then you have enough time that you can affect some change in that account.”

“Typically if customers are looking for something like that, it tends to mean that they're interested in moving off or moving to something else.”

“We saw an opportunity to change that model, which we did, and very, you know, very quickly, and now renewals makes up, you know, at, you know, 50% of the revenue”