Hi Sarah,

With your renewal approaching in June, I wanted to share some exciting developments. Based on your team's 47% increase in API usage and the new compliance requirements you mentioned, I believe our Enterprise SSO and Data Warehouse modules would be a perfect fit.

Teams similar to yours have seen 23% efficiency gains after adding these capabilities. I'd love to walk you through a quick demo.

Would Thursday or Friday work for a 30-minute call?

Opening: "Sarah, thanks for making time. Before we dive into the renewal, I wanted to celebrate — your team's API usage is up 47% YoY, which puts you in our top 10% of customers."

Discovery: "Last time we spoke, you mentioned the new SOC 2 requirements. How is that tracking? Are there any blockers we can help with?"

Expansion pitch: "Based on your usage patterns, Enterprise SSO and the Data Warehouse module would streamline your compliance workflow and give you the audit trails you need."

Close: "If we can get this wrapped up by end of month, I can lock in last year's rate for the base platform — that's £12k in savings."

Hi Steve,

I noticed it's been a few weeks since we connected, and with your renewal coming up in May, I wanted to check in.

I've prepared a renewal summary showing your team's achievements this year — including the 3 successful product launches you supported with our platform.

Is there anything on your roadmap for Q3 that we should discuss? I want to make sure we're fully aligned before the renewal.

Let me know if you have 20 minutes this week.

Opening: "Steve, good to connect. I wanted to do a quick health check before your renewal and make sure everything is running smoothly."

Value reinforcement: "Looking at the data, your team processed 12,000 workflows last quarter — that's solid adoption. Any feedback from the team on what's working well?"

Address concerns: "I noticed some of your power users haven't logged in recently. Is there anything we can help with — training, support, or feature questions?"

Close: "For the renewal, we're looking at a flat rate — same terms as last year. I'll send over the paperwork this week."

Hi Kate,

Thank you for the candid conversation during yesterday's QBR. I heard your concerns about support response times, and I want you to know we're taking immediate action.

Effective immediately, I'm assigning a dedicated support engineer to Pinnacle Health with a 4-hour SLA guarantee. I'm also escalating the integration issues you mentioned to our engineering team.

Can we schedule a call Thursday to walk through our remediation plan? I want to earn back your trust before the renewal discussion.

Opening: "Kate, I appreciate you being direct with me yesterday. I want to address your concerns head-on and share what we're doing to make this right."

Acknowledge issues: "The support delays you experienced were unacceptable. I've reviewed every ticket from the past 90 days, and I understand why you're frustrated."

Remediation plan: "Here's what's changing: dedicated support engineer, 4-hour SLA, and weekly check-ins with me personally until we've rebuilt your confidence."

Competitive response: "I know you're evaluating alternatives. Before you make any decisions, give us 30 days to prove we can deliver. If we don't hit our commitments, I'll personally help with your transition."

Close: "For the renewal, I'm prepared to offer a 15% discount and waive the price increase — but only if we can agree on a 2-year term to give us time to demonstrate our commitment."