Outcome Selling & Renewal Value Management—Successful joint ownership of AER (Adopt, Expand, Renew)

Christine Sei
Christine Sei Founding Member | Scholar ✭✭
edited June 2020 in Revenue Growth

The Outcome Selling and Renewal Value Management webinar covered the importance of alignment after the Land activities prior to customer onboarding and Adoption plays. This alignment is ideally 'jointly' owned by both the Sales/Solution Engineers and Customer Success/Service/Renewal teams.

How has your organization effectively established co-ownership of this key phase? How does this scale across major and minor customer accounts?


  • Lynn Fraser
    Lynn Fraser Founding Member | Scholar ✭✭

    Ensuring the Renewal Services Inside Account Managers are tightly aligned with their Product Sales counterparts is key to ensuring the connection between the Land and Adopt, Expand and Renew efforts. Early and often communications between the teams and the Channel and end customers is very important to ensure our Customers are able to adopt and consume what they purchased. When it comes to newer technology or migration to Cloud, it is even more important to set up a customer success team to 'welcome' the customer and not only help them consume and adopt the technology solution, but ask them for feedback to ensure a continuous feedback loop.