Renewal Sentiment Playbook

Value of This Blueprint

Customer data is powerful, but nothing replaces the value of directly asking customers about their intent to renew. This Blueprint enables a structured, recurring process to surface customer renewal sentiment, helping CS teams act earlier and more strategically ahead of renewal windows.

High-Level Strategy

This Blueprint prompts CSMs to capture customer renewal sentiment before renewal windows and escalates if unanswered:

• Identifies accounts within 90 days of renewal
• Tasks CSMs to ask “Would you renew today?”
• Waits 30 days for sentiment response
• Signals risk if sentiment isn’t recorded in time

Technical Guidance

Use after Accounts, Users, and Lifecycle Tracking are live in Vitally, ideally when a renewal process is also established.

• Integrate Accounts & User data
• Setup Lifecycle Tracking
• Ideally define and setup Renewal process first

What’s Included

• Renewal Sentiment Playbook
• Custom Trait for tracking renewal sentiment