Managing Your Customer

Details on Upgrades, Renewals, Recasts, and Terminations

Overview

Signing a customer's first order is only the beginning of the customer's contract journey and managing that customer's ongoing and future contracts can be just as, if not more important than the first.

While many tools out there will help you get to the finish line of a deal (cough, DocuSign, spreadsheets, and Stripe links, cough, cough) that's where it ends. This leaves customer success teams with the burdensome task of unpacking what was originally sold and turns the task of managing upgrades, renewals, and recasts their full-time job when they were hired to strategically manage your clients instead.

This is not the case with Salesbricks! Our thoughtfully designed customer management flow empowers customer success to upgrade, renew, and recast customers with ease, freeing up their time for more strategic tasks. Gone are the days of second-guessing if the contact attached in Salesforce or buried in the Box folder is the latest one, if the customer's entitlements are up to date from their last upgrade, and pinging the finance team to help prorate a simple cancel and replace contract.

Definitions and Examples

Upgrade: Upgrading a contract involves adding or removing products or services for a customer within the current contract dates.

Example: A customer has subscribed to a block of units and is approaching the upper limit and would like to purchase the next block of units in order to continue service. They do not however want to extend the contract beyond the current contract end date. The changes to the contract would be effective on the Start Date set within the order.

Renew: A renewal contract is a continuation of service for a customer. If the original order's renewal terms are set to Automatic the contract will be auto-renewed with the same plan, unit, and term details that exist on the exit contract (minus any one-time discounts applied). The automatic renewal terms can be manually overwritten through a manual upgrade prior to the contract end date in the event that a seller does not want to grandfather the customer into with current pricing terms.

Example: A customer would like to continue service after their contract end date. Upon the renewal of the contract, they want to add 50 additional user licenses and 100 professional service hours. These additional products and services would go into effect on the Start Date of the renewal contract (typically the next day of the original contract end date).

Recast: A recast is required when a customer wants to modify the products or services within their existing contract along with the contract terms and dates.

Example: A customer would like to go from the Growth Plan to the Enterprise Plan to unlock certain features within that plan. They would like to terminate the current contract and create a new, upgraded contract before their contract end date. They require that the pre-paid cost of the duration of their Growth Plan contract be applied as a credit to the cost of the new Enterprise Plan contract. They would like this new contract to extend 12 months from the Start Date of the new contract.

Terminate: A customer would like to discontinue service.

Example: A customer is required to reduce their spend and has decided to discontinue their services at the end of the contract period.

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Note that a termination can either be set to expire on the renewal date or scheduled for a specific date, either now or in the future.