Avoma's Renewal Project
See how Mark Stagi, VP of Customer Success at Avoma, creates tailored customer experiences with this High Touch Renewal Blueprint.
About this Blueprint
Blueprints are a collection of Vitally best practices and use cases brought to you by today's Customer Success thought leaders.
You've spent the last year keeping your customers informed, engaged, and most importantly, prepared to find success with your product. Now, bring the last 365 days into full circle with world-class renewal planning.
When it comes to High-Touch Customer Success (or 1:1 Customer Success), it's important to provide a consistent, personalized experience to your book of business. With Vitally Project Templates, teams can quickly and easily standardize the Tasks that need to get done before, during, and after a renewal period.
Mark Stagi, VP of Customer Success at Avoma, uses this Renewal Blueprint to ensure that CSMs are fully prepared for renewals in advance and customers receive a great experience all around.
Preview of Blueprint
When to use a Renewal Project Blueprint
This Renewal Blueprint is ideal for Customer Success teams who operate with a High-Touch Customer Success model.
In this Blueprint, you’ll find various Milestones and Tasks to help you prepare for your customer's upcoming renewal. The Milestones include action items for evaluating an account’s status, scheduling a Quarterly Business Review (QBR), and check-in activities leading up to the renewal date. If your team does not have an existing process in place for High-Touch customers, this template can serve as an excellent starting point or source of inspiration.
- Net Revenue Retention (NRR) Rate
- Churn Rate
- Customer Lifetime Value (CLV)
What data points or information will you need to complete or add?
The way that you conduct Renewals may vary, so you’ll want to take a look at the Tasks and edit them as needed. You may also want to adjust the Milestones to fit your specific processes and preferred timelines. Depending on your organization and segmentation strategy, you can make your Renewal Project as simple or detailed as you wish.
How can you customize this for other use cases?
This Renewal Blueprint can be customized to fit your particular use case and industry. For example, if you have customers where you’d like to apply a Low Touch approach, you could easily automate a renewal notice to be sent to the main account owner. Any action items you want to assign, standardize across your team, and complete are possible with Vitally Projects.
Avoma makes meetings more actionable with their Intelligent Meeting Assistant for customer-facing teams. Hundreds of high-growth organizations—Athelas, BuildZoom, ORUM, LeanData—use Avoma to save hours in note-taking and improve meeting outcomes with active participation.
Check out Avoma's case study to learn how Vitally helps their Customer Success team manage their book of business more effectively and efficiently.
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