🧭 ◀ 06 · Customer Health | 🏠 Home | 08 · Expansion Strategy ▶
2 live renewal cycles · 16 tasks tracked · 90-day timeline
Renewal isn't a moment, it's the output of everything that happened in the 90 days before it. Start the process at day -90, not day -15. Companies that begin renewal conversations 30 days out have usually already lost the customer, since the decision to leave was made weeks earlier.
| Day | What happens |
|---|---|
| -90 | Health check. Confirm the account is on track, flag anything at risk now while there's time to fix it |
| -60 | Build the ROI case. Pull usage data, adoption wins, and outcomes tied to what they originally bought the product to do |
| -45 | Send the renewal proposal with pricing, scope, and the business case attached |
| -30 | Follow up, handle objections, negotiate terms |
| -15 | Finalize. Get verbal commitment, process the contract |
| 0 | Contract renews, next 90-day cycle begins |
A QBR isn't a status update, it's a business review anchored in the health score and ROI against the original business case. Customers with regular, well-run QBRs are roughly twice as likely to renew. The renewal negotiation is just the final output of a relationship that was actually managed all year.
| Objection | Response |
|---|---|
| "We're not using it enough to justify the cost" | This is an adoption failure, not a pricing problem. Address usage before touching price |
| "We're evaluating alternatives" | Ask what's driving the evaluation. Usually it's an unmet need you can still solve |
| "Budget's been cut" | Explore scope flexibility before assuming the deal is lost |
| "We haven't seen the ROI we expected" | This should have surfaced at day -90, not day -15. Treat it as a signal your health check missed something |
A real checklist database below, linked to actual accounts with real due dates and a timeline view. Currently tracking two live cycles: Fairmont Retail Group 🟠 AT RISK (needs a proactive save) and Northwind Logistics 🔵 THRIVING (renewal bundled with a seat expansion pitch), to show the same 90-day process working for very different account situations.