renewal-churn-savelisted

# Renewal & Churn Save ## Purpose Catch a renewal that's slipping before it's lost. Read the risk signals, build a value-realization recap that proves ROI delivered since purchase, and run a save play that re-engages the economic buyer, fixes the root issue, and re-anchors the relationship on outcomes — then ship a save plan with an owner and dates. ## Inputs - The account and its renewal date (and current ARR / contract terms) - Usage / health signals since last renewal (logins, seats active, feature adoption) - Who the champion and economic buyer are, and whether either has changed - Recent sentiment: support tickets, escalations, tone on calls/emails - What the customer originally bought this to fix (the purchase thesis) ## Method ### 1. Score the renewal risk Run every signal against this checklist. Two or more red flags = at-risk; treat the renewal as active opportunity work, not an admin renewal. | Signal | Red flag looks like | |---|---| | Usage trend | Logins/active seats declining month-over-month; key feature never adopted | | Champion | Champion left, changed roles, or went quiet; no internal advocate left | | Sentiment | Negative tone on calls, frustrated tickets, NPS/CSAT drop | | Responsiveness | Emails/calls unanswered; meetings rescheduled or skipped | | Support | Open escalations, repeat tickets on the same issue, unresolved SLA breach | | Economic buyer | No exec engagement in 90+ days; budget owner unknown or changed | Classify: **Green** (renew on au