Renewal Automation Leads to 15-Point Improvement in Retention Rate

CSM Practice - The Customer Success Podcast

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Can renewal automation transform your customer success strategy and drive significant revenue growth? The answer is YES! In this insightful conversation with Sharon Shafran, VP of Customer Success and Operations at Emerson, we explore the journey of implementing automation in a mature organization and the remarkable outcomes achieved.
Click here to watch the interview on YouTube!
𝐇𝐈𝐆𝐇𝐋𝐈𝐆𝐇𝐓𝐒
- Emerson's retention rate improved by 15 points through renewals automation.
- The transition from manual to automated processes freed up resources for high-value customer success activities.
- The usage of credit cards for renewals increased from 3% to 30%, showcasing the efficiency of the new system.
𝐀𝐁𝐎𝐔𝐓 𝐎𝐔𝐑 𝐆𝐔𝐄𝐒𝐓
Sharon Shafran is a customer-centric and transformational leader with a proven track record in leveraging emerging technologies within SaaS and B2B domains. He established Customer Success at NI, revolutionized their renewals process, and has been instrumental in driving innovation and solving complex problems across his career.
🔗 You may connect with Sharon via LinkedIn.
𝐔𝐒𝐄𝐅𝐔𝐋 𝐋𝐈𝐍𝐊𝐒
📑 Read: How to Optimize Your Renewal Process
🎥 Watch: Renewal Ownership - Sales or CS?
⏬ Download: 2022 Renewal Management Global Market Trends
#CustomerSuccess #RenewalsAutomation #RetentionRate #RevenueGrowth

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บท

1. Intro (00:00:00)

2. Company Overview (00:03:22)

3. Need for Customer Success (00:04:42)

4. Impact Without Automation (00:08:32)

5. Positive Changes With Automation (00:09:40)

6. Key Components in Scaling Renewals (00:11:55)

7. Advice for Renewal Automation (00:20:14)

8. Recommended Resources (00:22:42)