Renewals and churn

A company that is your customer shows a Customer card on its page: its status, since when, its contract value, its renewal date and its success owner.

Make a company a customer

When a deal with a company is won, the company becomes a customer: since the day the deal was won, its value as the contract for a year, and its renewal a year on. A company that is already a customer keeps its details.

To set them yourself, open the company and choose Change customer details on the Customer card. You need to be able to change companies.

Active, At risk and Churned

A customer is Active, At risk or Churned.

When a company's health falls to At risk or Poor, an Active customer becomes At risk, and the card says it came from its health. When its health is Good again, it is Active again. If a person marked it At risk, its health never changes that.

To mark a customer Churned, choose why they left from your reasons. The flow trigger "A customer churns" runs when you do.

Renewals due

Companies, Renewals due lists the customers whose renewal falls in the next 30, 60 or 90 days, soonest first.

At your lead time (30 days before the renewal date, unless you change it), the company's success owner is given a task, due a week before the renewal, and the flow trigger "A company's renewal is due" runs. If nobody is the success owner, the company's owner is given the task.

Settings, Renewals

Whoever may change your organization's settings can:

• change how many days before a renewal it is told
• make a renewal deal at the same time, in the stage you choose. When it is won, the renewal moves on by the contract's period and the contract takes the deal's value.
• add reasons a customer leaves, or stop offering one

In reports and the Business overview

The report builder counts companies by customer status, success owner, customer since, renewal date, churned on, contract value and why they left. The Business overview shows the renewals due this month and the customers churned this month.