What’s one thing all CS leaders know to be true?
That Customer Success is critical to revenue.
But with so many different org structures and tools, are we effectively integrating customer health and retention into the revenue process? It’s a hot topic– especially in this economic climate.
Here are five ways I’ve seen Clari and our customers improving collaboration and governance in the recurring revenue base:
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Pull customer health into Clari and look at Renewal ARR in your Green, Yellow, and Red Accounts. Keep a widget on your favorite dashboard to monitor the health of renewals in the current and future quarters, or layer health directly into your forecasting views.
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Tighten up churn reasons and constantly evaluate where the churn is coming from. Use those same reasons to track future risks (and require your team to populate them) to adapt to evolving pressures. I have those right on my customer health dashboard. We also run churn reviews after every quarter to review risks and churned accounts so we can adapt our tactics cross-functionally.
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Use Account Engagement to monitor where CSMs spend their time (Are the accounts with significant upcoming renewals getting enough attention?) and real-time coaching with Wingman to help them make the most of customer interactions.
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Ensure the customer base health and churn are a regular conversation at QBRs and executive meetings (hint: we pull up a Clari dashboard to drive the discussion instead of making slides).
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Run a tight process to manage key renewals and build Mutual Action Plans in Clari Align to ensure your renewals close on time.
I want to hear from you! What are ways that you are improving precision in revenue retention?
