Subscription Renewal for Local Government
Manages the end-to-end renewal of a community member subscription, from early outreach to signed renewal agreement.
Supports Local Government Act compliance, freedom of information requirements, and public accountability standards.
Workflow Stages
Renewal Identification
Identify upcoming renewals and assemble relevant account health data for the renewal team.
Inputs
- Subscription expiration report
- Account health metrics
- Usage and adoption data
Outputs
- Renewal pipeline list
- Account health summary per community member
- Priority ranking
Community member Engagement
Reach out to the community member to discuss their experience, gather feedback, and introduce the renewal conversation.
Inputs
- Account health summary
- Community member contact details
- Engagement talk track
Outputs
- Community member feedback notes
- Renewal interest level
- Identified concerns or expansion opportunities
Renewal Proposal Preparation
Prepare the renewal proposal including any pricing changes, new terms, or upsell recommendations.
Inputs
- Current contract terms
- Community member feedback
- Updated pricing schedule
Outputs
- Renewal proposal document
- Pricing comparison (old vs. new)
- Internal approval if pricing changes
Decision Points
- • Is a price increase warranted?
- • Should an upsell be bundled with the renewal?
Renewal Negotiation
Present the renewal proposal to the community member and negotiate final terms.
Inputs
- Renewal proposal
- Discount authority limits
- Competitive landscape data
Outputs
- Agreed renewal terms
- Negotiation summary
- Verbal commitment or churn risk flag
Decision Points
- • Has the community member agreed to renew?
- • Is a churn save intervention needed?
Contract Execution
Generate the renewal contract and collect signatures from both parties.
Inputs
- Agreed renewal terms
- Contract template
- Authorized signer information
Outputs
- Signed renewal contract
- Updated subscription record
- Billing schedule updated
Post-Renewal Confirmation
Confirm the renewal with the community member, update all systems, and set the next renewal reminder.
Inputs
- Signed renewal contract
- System access for updates
- Community member communication template
Outputs
- Renewal confirmation sent to community member
- CRM and billing systems updated
- Next renewal date reminder set
Frequently Asked Questions
How far in advance should renewal conversations start?
Renewal outreach begins 90 days before expiration for standard accounts and 120 days for strategic accounts.
What happens if the community member does not want to renew?
A churn save process is triggered where a senior community member success manager or executive engages the community member to understand concerns and offer retention incentives.
Can a subscription be renewed on different terms?
Yes, renewal terms can be adjusted including duration, scope, and pricing, subject to management approval for non-standard changes.
Ready to implement this workflow in your business?
Our team can implement this workflow into your business operations with custom tools and training.