Prepare a Customer Renewal
Use when a CSM or account owner needs to establish renewal readiness for one customer, resolve value or relationship risks, and prepare an evidence-backed commercial recommendation. This ends at renewal strategy readiness and stakeholder agreement, not legal contract execution. Do not use as a generic batch renewal calendar or to autonomously negotiate terms.
Don't just read it. Run it.
Start the work here, keep the important context together, and hand it off to people or AI.
Starting inputs
- account *
Customer account identifier.
string
- renewalWindow *
Known renewal date or renewal period; disclose uncertainty if approximate.
string
- accountSources
Success plan, usage, support, stakeholder communications and last QBR.
array
- contractSources
Contract, CRM, order form, pricing, and notice terms where accessible.
array
Steps
- 1
Verify the commercial calendar and contractual reality
Read the governing renewal terms and CRM fields where authorized. Identify date, notice deadline, auto-renew behavior, contract scope, pricing, procurement/security obligations, signer and any required lead time. Reconcile disagreements between CRM and contract; do not assume a pipeline close date equals the legal renewal date. Use renewal-radar if available to obtain current data, otherwise work from uploaded contract extracts. Gate: the team knows what must happen by when and what remains legally unverified.
V2 practical protocol:
Calendar protocol: extract contract expiration, notice window, auto-renew clauses, pricing/seat change conditions, signer and procurement steps from the governing documents. Preserve citations or section references. Work backwards from legally required deadlines to customer decision, internal approvals, procurement, order form and any necessary remediation checkpoints; annotate calendar assumptions and owners. Do not invent universal 30/60/90-day milestones or treat CRM renewal date as legal truth. If signed contract evidence is missing, mark dates unverified and request validation from legal or AM.kind: renewal-timelinedescription: Verified dates, notice conditions, stakeholder roles, documentation gaps. - 2
Establish demonstrated value and risk
Compare current usage, realized customer outcomes and open commitments with the success plan; include stakeholder engagement, support escalations, competitive pressure and budget signals. Mark inaccessible data as unknown. Identify adoption decline versus genuine dissatisfaction and separate external market/budget risks from service failures. Write the strongest argument for renewal and the strongest reason the customer might decline, each grounded in specific evidence. Gate: renewal posture is not inferred from a health color alone.
V2 practical protocol:
Classify renewal exposure across Value (outcome achieved), Adoption (active eligible users/usage depth), Stakeholders (champion and sponsor health), Service (open severe issues), Budget/Procurement (confirmed pressures), and Alternatives (credible competitor or replacement). For each mark observed signal, baseline, severity High/Medium/Low, evidence confidence and commercial impact; missing signals remain unknown. Separate actionable risks from outside-budget events. Provide two paragraphs: strongest customer value case and strongest plausible non-renewal case. No opaque single probability when data do not support it.description: Value evidence, downside drivers, confidence and at-risk signals.kind: renewal-risk-assessment - 3
Test the buyer's decision process and conditions
Map decision owner, budget holder, procurement, legal, champion and timing. Review previous buyer interactions and determine which renewal conditions have been explicitly voiced versus assumed. Prepare targeted discovery questions about value gaps, future priorities, changes in users and procurement milestones. Capture actual feedback when customer discussions occur, rather than projecting internal sentiment onto the buyer. Gate: the remaining commercial uncertainties have a named validation path.
V2 practical protocol:
Buyer map format: role, actual person if verified, influence, recent evidence, decision criteria, required approval and latest acceptable date. Ask who controls budget, who signs, what procurement/legal/security gates exist, whether usage commitments changed, and which objections are actually voiced by the customer. Mark "verified in conversation", "CRM claim" or "hypothesis". Convert any missing stakeholder into a targeted clarification, not an invented champion.kind: buyer-readinessdescription: Decision-maker map, qualification gaps and renewal conditions. - 4
Develop practical renewal options and risk remedies
Compare realistic options such as straightforward renewal, term change, value recovery first, phased rollout, expansion alignment or de-scope. For each, note customer value, operational obligations, commercial trade-offs, risk and internal approval needed. Choose a short list of actions to resolve blockers before negotiation; avoid offering discounts or promises beyond authority. Gate: the team has a justified preferred motion and a backup plan tied to evidence.
V2 practical protocol:
Decision tree: Straight Renewal when value and authority align; Value Recovery First when material use-case or service problems are resolvable before deadline; Rescope/Phased Renewal when desired usage or budget changed; Escalate when legal notice or unresolved severe failure threatens timing. For each option list customer value, scope/price impact, approvals needed, deadline, fallback and prohibited commitments. Preserve hard deadline separately from suggested engagement cadence. No autonomous discount, contract representation or legal interpretation beyond identifying uncertainty.description: Preferred renewal approach, alternatives and risk-remediation actions.kind: renewal-strategy - 5
Review readiness with commercial owner
Prepare an actionable renewal brief stating confirmed terms, customer value, sentiment evidence, risks, timing, viable offers and points needing AE/AM/Legal approval. Distinguish proposed from approved commercial positions and note blockers requiring action before customer commitment. Record the commercial owner's decision when available; do not assume signature or renewal completion. Gate: commercial negotiation can begin from accurate, current evidence without rediscovering basic account facts.
V2 practical protocol:
Renewal readiness checklist: contract facts verified, value evidence cited, risk and owner known, economic buyer contacted/verified where appropriate, procurement route and critical dates explicit, preferred/backup commercial position reviewed, open approvals listed. Output a compact readiness status of Ready / Conditionally Ready / Blocked, with specific proof for each unmet condition and the earliest deadline at risk. Do not declare "renewed" when the only deliverable is a negotiation brief.kind: renewal-readiness-briefdescription: Commercial-ready renewal assessment, positions and unresolved approvals.