Renewal Strategies in the Age of AI and Automation

This report explores three critical challenges organizations face when integrating AI and automation into renewal strategies. First, adoption of AI and machine learning remains low—only 4% of companies currently use them for sales play creation—despite strong evidence linking their use to improved expansion rates. Second, while data-driven tools like customer health scores are widely adopted and tied to higher renewal outcomes, other models like propensity-to-renew are underutilized and deliver limited performance gains. Finally, key automated capabilities such as system-generated quotes and auto-renewal terms are proving effective, yet many companies lag in implementing broader automation strategies like web portal self-service and renewal automation software, missing opportunities for scalability and operational efficiency.

The Renewal survey explores the transformative role of data analytics, AI, and automation in improving subscription renewals and overall business performance. While the adoption of AI and machine learning remains low, those who utilize these technologies experience significant benefits. The findings expose opportunities for companies to enhance their renewal strategies and deepen customer relationships through data-driven approaches.