Question

Circles of Success - Pulse 2017 - Renewals & Expansion


Userlevel 4
During Pulse 2017 the Gainsight Client Outcomes Team organized a Circles of Success & Birds of a Feather Program, featuring group discussions for Gainsight customers focused on key topics and challenges. We had such engagement from our customers we wanted to keep the conversation going on Community.

One of the topics we discussed was Renewals & Expansion. Here are a few of the questions that we discussed:

  1. What role do CSMs play in renewals and upsells across the client base? What have you seen work well/not so well? How do others effectively manage this relationship/ownership with the sales organization inside their companies?
  2. As renewal specialists we also have product expansion that the sales representative have up-sold. How you handle that (all on one Opportunity, split the opportunity)?
  3. How do you position value during a renewal?
Please share your best practices on this thread to keep the conversation going (include the specific question in your post). Please also follow this thread if you're interested in additional Circles of Success activities related to Renewals & Expansion

5 replies

Userlevel 3
1) We have found that a combination of automated upsell opportunity CTA and regular discussions during QBRs, has been very effective. We have several products and we work to foster true partnerships in our clients' success. Over time, clients become more interested in other product/service as they have had a positive experience along the way. We encourage our CSMs to discuss possible license seat increases and other offerings when they feel there is a strong benefit to the client. We then look to inform our Renewal Sales teams so that they can handle the deal side of the house. This has worked well in preserving the relationship between CSM and client, while also helping to recognize more value for our client and our organization.

2) Can't comment on this as CS is a different team than Renewal Rep/Sales

3) While not directly involved at renewal time, our team is engaged regularly throughout the year. We showcase new features that clients may have been looking for and share any breaking new content. We also look to get back with clients about feature requests and timeline. Positioning the forward progress of our offering, the strong service, and the benefit of all the new features can go a long way to demonstrating value. 

Hi @chris_beaven & @scott_renna 

We have been working on a new product enhancements that can help you in identifying new expansion opportunities and execute on them. I would like to invite you to a feedback session we are conducting to understand your use-cases better. Let me know if we can get on a call sometime next week to discuss this further. 

Thanks!

Userlevel 7
Badge +2

@Swaraj - I’m building a expansion process. What is your team working on? Is it Renewal Center?

@jean.nairon yes, we are working on something new apart from Renewal Center. 

My teammate @vivekreddy would like to follow up with you to understand your expansion process. 

Thanks for your interest!

Userlevel 7
Badge +2

Thank you @Swaraj!

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