Renewals start ninety days before the renewal date with a structured value review — what we delivered, what we missed, what we're doing about it. Pricing is discussed openly and the rationale is on the table.
We try very hard not to surprise customers at renewal time. If something needs to be a conversation, it's been a conversation for months.
If a customer chooses not to renew, we ask why, write it down, and share the lesson internally.
