Can AI Really Manage Your Entire Renewal Book? ft. Grant Clarke (Gainsight))

Every company's renewal playbook, whether it's for assigned accounts or more long-tail unassigned accounts, is slightly different.

So what's the process that you embark on when you're starting to work with a new Atlas customer? Do you take their playbook and kind of write the rules with them? Do you take your existing experience and meet them somewhere? How does that work?

yeah it starts early on in the in the engagement or just like the early discussions like we we want to understand where they're currently at in their own journey for how they cover their customers and we realize that could be different for everybody right you've got some of our customers that are very tech enabled they already probably have an at scale digital renewal motion or auto renewal motion They may already have a BPO.

They may already be outsourcing a good portion of the business.

Or they may have CSMs that are playing triage.

They manage probably mid to upper tier, but when they need to dip down to the lower tier, they'll dip down to that.

Wherever they are, we just try to do a somewhat straightforward diagnostic.

We just want to understand, hey, what are the elements of the way that you cover your customers that so that we can assess that from the benchmarks that we would need as part of launching something like Atlas, and then come back to them in a partnership kind of way to say, hey, as part of some of these gaps, here's where we think we can co-invest in order to make an agentic motion work for you.

And we'll own that, but of course we want, we both own the outcome, right? If it means that we can improve GRR by three points or five points, wouldn't that be interesting? Let's figure out what you can help us design or what you can help us fill as context inside of that.

And then that way we'll be able to get towards that outcome better together.

We started that early in the process, but we also, from an ongoing standpoint, implementation and even steady state, we want to make sure we keep the constant iteration inside of what we're seeing and what we're learning.

It's the biggest blocker when you're, working with, you know, onboarding a new customer.

And I'm gonna take a guess here that it's data hygiene.

The D word.

Yeah.

Data, look, again, going back to the 15, 20 years, everyone's data is rough.

It's just, it's rough everywhere.

Whether it's the constant change of instances of Salesforce CRMs, or, you know, you've got multiple versions of what the customer actually owns in different systems.

So I've seen it all.

What I would say is we understand what renewal ready data looks like.

And so whatever those gaps are, whatever those differences are, we want to try to bring them forward and let's decide together how we can solve that.

And I don't want to say it's a showstopper, but if you're trying to get to an outcome and you're trying to use data in order to get a better value-based engagement for the Atlas agent to engage with a customer on, or you want to inform the human on the right type of context when they're engaging with customers, either way, we'll work with each customer to figure out what's needed and try to not make it a showstopper.

Is there an ideal customer profile for Atlas? I mean, every customer has their own different hygiene of data and every customer has a different level of fidelity in their playbook and of course, different sizes of their long tail.

Who qualifies and who doesn't qualify at this moment?

Yeah, well, look, our first interest is looking inside of our own install base.