AI workflows for renewals and retention.

Keeping customers: preparing renewals, answering cancellation requests, saving at-risk accounts and winning lapsed ones back.

Who does this work

  • Renewals manager
  • Retention specialist
  • Customer success manager

4 workflow templates ready to adapt, and 6 workflows identified.

Updated

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Examples of the workflows identified
  1. Find why customers leave and plan changes
  2. Respond to a cancellation request
  3. Review the renewal calendar
  4. Win back lapsed customers
  5. Plan the recovery of an at-risk accountIllustrative

The workflows identified

Marked illustrative: an example of the work, identified, with no workflow template yet.

Find why customers leave and plan changesGives the owner the real causes of cancellations counted from the company's own records, with one change per cause, an owner and a measure.Workflow templateRespond to a cancellation requestGives the account manager the request and reason, the account history, the approved options that fit and a respectful reply draft.Workflow templateReview the renewal calendarGives the account manager every upcoming renewal with dates, notice windows, warning signs, missing records and a next step with an owner.Workflow templateWin back lapsed customersGives the account manager a ranked list of customers who have gone quiet, with a reason to reach out and an individual draft for each.Workflow template
Plan the recovery of an at-risk accountGives the account owner a recovery plan tied to the customer's stated problem, with owners, next conversations and a review date.Illustrative · not built yet
Prepare a renewal conversationGives the account owner a renewal brief with confirmed terms, value the customer recognizes, open concerns and the decision makers.Illustrative · not built yet

Workflow templates

Cancellation request responseWhen a customer asks to cancel or cut back, the account manager gets one page: the request and the reason in the customer's words, the account's recent history, only the options your business already approved that fit that reason, and a reply that confirms the choice and what happens next. A person sends it.Workflow templateChurn risk and save planOnce a quarter, the owner or account lead sees why customers really left, read from your own cancellation notes and records, how many left for each cause, and one change to try for each, with an owner, a start date and the count that will show whether it helped. A person decides every change.Workflow templateLapsed-customer win-backOnce a month, the owner or account manager sees which regular customers have gone far longer than usual without ordering, ranked by what each bought in their last active year, with open complaints set aside for a call and a short note drafted for the rest, using only approved offers. A person approves every note.Workflow templateRenewal risk reviewOnce a month, the account manager sees every contract coming up for renewal on one page: the dates that matter, the warning signs your organization watches for, which accounts are at risk, and the next step for each with an owner and a date. A person decides and makes every contact.Workflow template

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Where to go next

All of account managementThe broader area this belongs to, with its workflows.All of customer success and account managementEvery area of the function, with workflow templates and examples.Map your team in the PlannerPut this work in your plan, with the roles that do it.

Other areas of customer success and account management