Checklist
Renewal risk interview checklist
A checklist for Customer Success teams running renewal risk interviews. It covers timing, which roles to speak to, how to word questions and how to act on the answers. Koji can run these interviews across a whole book of accounts and gather the answers into one report.
Where this appears
What's in this checklist
- Start 120 to 150 days before renewal
- Interview the champion, the budget owner and an end user
- Ask about the last 90 days, not opinions
- Ask what is changing in how they buy tools
- Keep sales and price out of the conversation
- Include quiet accounts, not only red ones
- Read patterns across accounts, not one quote
- Tell the customer what you changed within a week
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<a href="https://www.koji.so/visuals/renewal-risk-interview-checklist"><img src="https://www.koji.so/visuals/renewal-risk-interview-checklist/renewal-risk-interview-checklist.png" alt="Checklist for running renewal risk interviews: when to start, who to interview, what to ask and how to close the loop with the customer." width="1200" height="630" /></a>
<p>Source: <a href="https://www.koji.so/visuals/renewal-risk-interview-checklist">Renewal risk interview checklist</a>, Koji</p>
