Research Exclusive: Perspectives on Renewals from Vendors, VARs, Users
So who is really making renewal contact? In the channel, 44 percent say they track contract status and reach out to customers themselves, and another 20 percent report these conversations are triggered by customers and vendors. Vendors, meanwhile, believe that they are behind nearly 80 percent of renewal calls, either by tracking expiring contracts and contacting customers directly or by getting the solution provider to make contact on their behalf. Customers, they say, initiate only 5 percent of these calls.