Marketing Automation in Renewals – 30 second member poll

Doug Caviness

As a speaker on marketing automation at our upcoming TSIA Interact, I’d like to hear your thoughts on using automated emails in your renewals program. 

1) Do you currently use automated emails for communicating with your customers to help drive successful renewals? (Y/N)

2) If yes, what is the primary benefit you’ve seen? (increase in dollar renewal rate, saved time of reps in contacting customers, customer satisfaction, other)

3) Are your automated emails personalized to include details like a quote?

Thank you!

Sheryl Verhelle

Hi Doug -

The only automated emails we're currently using for renewals is the initial ebilling from Finance. There are no automated emails from the renewal organization.

Have a great day!

StevenForth

1) Do you currently use automated emails for communicating with your customers to help drive successful renewals? (Y/N)

Y

2) If yes, what is the primary benefit you’ve seen? (increase in dollar renewal rate, saved time of reps in contacting customers, customer satisfaction, other)

This is complementing a manual process so at this point the impact is saving time and a more consistent process. Over time we hope we can make a repeatable process more effective but we are not there yet.

3) Are your automated emails personalized to include details like a quote?

Personalized with usage, value path and value data but not the quote.

Edly Villanueva

Hello Doug,

Great questions and thank you for throwing it out to the community in preparation for your presentation at TSIA Interact on May 4-6, 2021.

Hello @Christopher Vasquez @Gavin O'Leary @David Bisciotti @Austin Rohr and @Christina Luna ,

Can you share any insights to Doug's questions regarding leveraging automated emails for renewals?

Thank you,

Edly

Edly Villanueva

Hello @Doug Caviness,

The TSIA Exchange has a feature to do polling. For a higher response rate from the Exchange Community, I recommend reposting your questions as a poll. Simply, "Ask the Question" again and open the dropdown options and select "New Poll". Please @mention me for me to reach out and solicit responses from a few of our community exchange experts on this topic.

I hope this action will yield the insights you need for your TSIA Interact speaking engagement.

Best regards,

Edly

Doug Caviness

Hi @Edly Villanueva. Thanks so much for the suggestion and great to know about the polling function! Doug

Jerome Peck

Hey Doug—let's see if we can get some participation here. @Alex Gershman @Alyssa Ortiz @Carlos Alves @Chris Wright @Christine Sei @Daniel Coullet @Elisabetta Rossi @Gavin O'Leary @Jim Bignell @Joseph Reifel @Kelsey Hunsinger @Melanie Carlson @Christy Vega @Darryl Benjamin @Josh Garrison @Kirill Markelov @Lynn Fraser @Mary Cay Kosten @Sumit Bhat @Chris Holm @Jaime Farinos @Gayle Lassen @Justin Nuzum @Kelsey Hunsinger @Steven Forth @Christopher Vasquez @David Bisciotti @Sheryl Verhelle @Sonu Natt

We'd love to hear all your takes on Doug's questions.

Jim Bignell

Hi Doug, good questions. Here's my take.

1) Do you currently use automated emails for communicating with your customers to help drive successful renewals? (Y/N)

Yes

2) If yes, what is the primary benefit you’ve seen? (increase in dollar renewal rate, saved time of reps in contacting customers, customer satisfaction, other)

It's primarily driven by efficiency but the offshoot is that it impacts our renewal rate, helps customers plan and improves our cSAT

3) Are your automated emails personalized to include details like a quote?

They are but probably not enough. We currently include the renewal date & the subscription ID. The more personal you make it the less it seems to be treated like spam.

Doug Caviness

@Jim Bignell thanks!