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Conference Presentation

Balancing the Customer Journey and Renewals

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There are numerous benefits in having renewals, license expansions and existing service sales managed in the Customer Success team. But how do you balance developing the customer journey with renewals and expansion activity? At Changepoint, we have developed a Renewal Desk managed by senior CSMs/Renewal Managers. The Renewal Desk has opened up time for CSMs to focus on customer business outcomes while seamlessly incorporating renewal and expansion activities, resulting in significantly improved revenue, reducing churn, expanding customer reference ability and increasing cross-selling opportunities of expansions and services. Learn how to 'sell' the concept to your executive team along with a detailed plan on setting up a Renewal Desk in your Customer Success department.

Presented By:

Kathryn Perkins

Director, Customer Success, Changepoint

Publish Date: October 23, 2019

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