Renewal Preparation Playbook

I consider any renewal conversation that starts less than 90 days before expiration "already lost." The renewal preparation playbook begins 180 days before the renewal date. By the time the formal renewal conversation happens, the client should already know the value they have received, the results they have achieved, and the plan for the next period. The renewal should feel like a natural continuation, not a negotiation.

1. Day -180: Renewal Readiness Assessment Assess the account's renewal probability using the predictive health model from CX-301c. Identify any risk factors that need to be addressed before the renewal conversation. If the score is below 70%, activate the enhanced monitoring playbook immediately — 180 days is enough time to recover a declining account, but only if you start now.
2. Day -120: Value Documentation Compile a comprehensive value documentation package: outcomes achieved, milestones hit, ROI calculations, and testimonials from key stakeholders. This package is the evidence that justifies the renewal. Share it with the executive sponsor: "Here is the value your organization has received from this engagement." The value documentation should make the renewal decision obvious.
3. Day -90: Renewal Conversation By day -90, the renewal conversation should be about terms and expansion — not about whether to renew. If the value documentation was compelling and the relationship is healthy, the renewal is a formality. If the client is hesitating, the 90-day window allows for recovery actions. Less than 90 days leaves no runway for recovery.