Telecom Best Practices Series: Make Every Renewal Count


Contract and product renewals are the perfect time to look holistically at the economics of your commercial relationships and take steps to improve them. Some telecommunication companies have no choice but to settle for a “status quo” renewal instead of having the foresight and an actionable playbook for taking advantage of all available total contract value (TCV) uplift opportunities.

Too often, sales team members simply don’t have visibility into all the right relationship information to make appropriate decisions at renewal time, and that means money gets left on the table. Even companies with dedicated renewal teams constantly struggle to understand what’s been sold, the current pricing, unfavorable terms, existing entitlements, even the renewal date itself.

Establishing a best practice approach to customer renewals may seem herculean, but it doesn’t have to be. However, there are specific steps you must enable in order to empower your renewals team to rise above the status quo.

Set Your Course for Renewals Effectiveness

We’re kicking off a six-part article series that lays out the critical steps required for you to maximize the strategic value of each renewal, and effectively increase upside TCV lift within your install base.

In short, those steps are:

Determining when contracts are renewing

Do you have an accurate understanding of upcoming renewals and off-contract revenue? It should be based on the calculated product and contract renewal dates, auto-renew status and notification period. If you don’t know the renewal dates, you can’t receive proactive alerts when renewals are forthcoming. 

Prioritizing which renewals to work on

Do you have a singular view of upcoming renewals prioritized as high, medium and low based on revenue size, retention risk and upside opportunity? You’ll also need to know if you have the ability to improve economic position by negotiating out unfavorable terms, such as termination for convenience.

Collecting an inventory of a customer’s renewals

How well do you know each customer account? Are you able to review a summary of what the customer currently owns, whether the customer is meeting their minimum revenue commitments, how price increases have been applied, and if the customer has any non-standard service level terms?

Adding new revenue

Visibility into promising white space is extremely challenging for many telecom leaders. You need the ability to map the customer’s current contracted product footprint, which products need to be migrated to newer strategic products, and where there are opportunities to sell them complementary products.     

Renegotiating a better economic position

It’s vital to have a comparison of the customer’s negotiated Ts & Cs and pricing compared to similar customers/standards. Best-in-class telecom teams have access to a playbook of opportunities to improve renewal effectiveness by lengthening contract terms, shortening payment terms, improving discounts, eliminating unfavorable terms, or moving the customer.

Preparing for a renewal event

When it comes to renewal negotiations, you can’t understate the need for preparedness. Does your team have a renewal packet at their fingertips that includes all renewing products, pricing, and discounts, as well as the original MSA, order form, and any amendments? 

Tune in for our six-part Telecom Best Practices series starting next week with “Determining When Contracts are Renewing.” We’ll take a look at common missteps and barriers to success, and offer practical solutions to set your team on the road to greater renewal effectiveness.