In month nine of a 12-month client retainer, what should your agency do to prepare for a high-quality renewal call when the day comes?
- Confirm the call is already scheduled; don’t leave the renewal conversation for the last minute.
- Approach campaign-focused questions head-on, addressing all data points, as long as they have positive answers; tactfully avoid negative performance metrics.
- Regardless of how the engagement has gone thus far, avoid talking about upsell opportunities; focus solely on renewing their current engagement.
- Check the schedule and confirm with your current point of contact; bringing in other decision-makers can make the renewal call more difficult, so use your point of contact as a champion internally.