Renewal Playbook evaluation and refinement
Requirements | Request
Before launching the Renewal Playbook, we need to refine the Playbook and address existing questions.
|Task Name||Task Comments||Email/Task||Due Date||Priority||Owner|
|Renewal Review Meeting||https://about.gitlab.com/handbook/customer-success/tam/renewals/#renewal-review-meeting||Task||Assign Date + 7 day||Medium||TAM|
|Customer Call - Ask Renewal Question||Ask the question on renewal (could be an initial 'soft' question from the TAM, or led by the SAL).||Task||Assign Date + 21 days||Medium||TAM|
|Update Opportunity Health/Risks||Update Opportunity Health and Risks. https://about.gitlab.com/handbook/customer-success/tam/renewals/#tracking-renewal-opportunity-health-and-risks||Task||Prior task completion + 1 days||Medium||TAM|
|Renewal Plan||Determine the renewal plan based on customer call. SAL/AE to log the plan in Salesforce and TAM to add any reminders as needed as tasks to this playbook/CTA.||Task||Assign Date + 30 days||Medium||TAM|
CTA - Upcoming Renewal
- Customer Status == Active
- Renewal Date == 120 days
- Company Type == Customer
- CSM Name != NULL
- What TAM owned accounts should not receive this CTA?
- "Help perform additional discovery" - what does "additional discovery" look like?
- "Capture next steps and develop a renewal plan" - need more description. What is a renewal plan? Should this be modified to be "discuss with SAL and SA" instead?