At this stage, we continue constant monitoring of customer feedback and their behavior when interacting with our product. It is also important here to promptly address customer issues and hold regular meetings with them to assess achieved results and plan further steps.

A key feature of this stage is the development of a "Renewal Plan". It involves analyzing product usage and proposing optimizations or additional features that can ensure contract renewal.

<aside> 💡 Recommendation for Renewal/Retention

</aside>

• Communication: Send reminders about contract expiration and renewal opportunities in advance. The timing of these communications depends on the company and subscription model.
• Personalization: Based on collected data and feedback, offer the client the most suitable options for contract renewal.
• Collaboration with other departments: Work closely with sales and finance departments to optimize the renewal process.
• ROI Analysis: Provide the client with data on the return on investment using your product or service to support the renewal offer.
• Creating "Success Stories": Use successful collaboration stories with the client as evidence of the effectiveness of your product or service.

Retaining Customers through Strong Relationships

Customer Success (CS) is not just the "front line of defense" against customer churn; it serves as a strategic partner for the long-term development of relationships between the company and its customers. CS operates based on data and in-depth analysis of the customer experience to identify not only "deviations" but also potential for expanding collaboration.

Its main tools include proactive risk management, influencing strategic client decisions, building trust, as well as financial incentives such as discounts, bonuses, and more. In fact, CS should become a trusted expert for the client on behalf of the company.

The key factor is moderating expectations and establishing stable relationships with customers. It's important to emphasize that this is not just technical interaction; it's a strategic process aimed at establishing long-term partnerships.

When moderating, consider the following:

• Expectation Management: Set clear and measurable Key Performance Indicators (KPIs). This helps both parties understand what to expect from the interaction and how to measure the success of product usage.
• Communication Transparency: Clear and consistent communication is crucial for moderating expectations. The client should feel informed about all changes in the product, industry, and future plans.
• Regular Plan Review and Feedback: Through meetings, QBRs, EBRs, and CS reviews, gather feedback from the client and adjust the interaction strategy accordingly.
• Long-term Planning and Investment: Stable relationships are built not only on solving current tasks but also on planning future cooperation. Through investments in relationships, such as strategic consulting or offering additional services related to the client's goals, CS strengthens trust and partnership for the long term.

In conclusion, the role of CS in moderating expectations and creating stable relationships cannot be underestimated. Long-term customer relationships depend directly on it.