For customer success
Help the customer make the case for what comes next.
A good working relationship does not answer every question about a renewal or expansion. The customer needs to understand the proposed change, its cost and the value it could create.
Begin with what the customer can substantiate.
Bring observed results and the customer’s current priorities into the conversation. Keep evidence of past performance separate from assumptions about future benefit.
Usage can help explain adoption. It does not, by itself, establish a financial return.
Build a forward-looking argument.
Use relevant solution knowledge and value logic to examine the next term or proposed expansion. Review what has changed in the customer’s business and which assumptions need updating.
Current situation
What does the customer say is working, and what still needs attention?
Proposed scope
What would the next purchase or term change?
Expected value
What evidence and assumptions support the benefit and cost?
Give the champion a case colleagues can review.
Make the reasoning explicit enough for finance and operational stakeholders to examine. A renewal case should help the customer decide what to do next.