Template

Renewal call template

A few weeks before a contract ends: what the customer got from it, what they want next, and whether they stay.

30 minutesFor Account managers and customer successAgenda room

The agenda, with a time for each part

What you wanted when you signed4 min
- What were you hoping this would do for you a year ago?
What you got8 min
- Which of those happened — and which did not?
- Who uses it most, and for what?
What has changed for you5 min
- What is different about your team or your plans for next year?
What next year could look like7 min
- What would make this worth more to you?
Price and terms4 min
- Is there anything about the terms that would stop you renewing?
Next step, with a date2 min
- Who needs to say yes on your side, and by when?

How the notes read afterwards

A made-up example, so you can see the shape. In a real call each line carries the words that were said and who said them.

Wanted. To cut the time spent writing up meetings.

Got. 41 people use it weekly; the support team does not.

Changed. A second office opens in March.

Next year. Add the new office; a training hour for support.

Next step. Lena sends terms by Friday. Their finance lead signs off by the 20th.

Running it well

Start it ninety days before the end date, not nine. A renewal raised in the last week is a price argument.
Bring their own numbers: how much they used it and what it saved. People forget what life was like before.
If they got less than they hoped, say it before they do, and say what you will change.

Ways to change it

A customer at riskSpend the whole call on what did not work. Do not mention price until you have a plan they believe.

A small accountFifteen minutes, or a short message with their usage and one question: what would make this more useful?

When to skip it. When the customer renews themselves online and is plainly happy. Send a thank-you and one question instead.

Questions

When should you start a renewal conversation?

About ninety days before the contract ends, so there is time to fix anything that is not working.

What do you say on a renewal call?

Ask what they wanted, show what they got, ask what has changed, talk about next year, then terms and the next step.

How is a renewal call different from a business review?

A business review is a regular look at results. A renewal call ends with a decision about staying.

What happens in the room

Everybody joins from the link, with no account. The agenda sits beside the call and each item fills in with what was said about it, under the name of the person who said it.

More templates

Sales discovery callLearn how they work today, what they have tried, and what a good outcome is — before pitching anything.Client check-inWhat changed, how it is going against the goals you agreed, and what is next.Quarterly business review (QBR)Once a quarter with a customer: what they got for their money, what did not work, and what the next quarter is for.Customer onboarding callThe first call after somebody buys: what they want to get done, who needs setting up, and the first result to aim for.Sales demo callShow the three things they said they care about, on their own example, and agree what happens next.Vendor evaluation callYou are the buyer: the same questions for every supplier, so the answers can be compared afterwards.Sales pipeline reviewDeal by deal: what changed this week, what is stuck, and what the next step is.Weekly sales meetingThe whole sales team, once a week: the number, what was won and lost, and one thing everybody gets better at.

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