Renewal Management Process

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Questions and Answers

Which company requires additional language on quotes?

  • CDW
  • SHI (correct)
  • Nestmon
  • None of the above

What email address should be used for monthly billing quotes?

  • nestmon\@cdw.com (correct)
  • business\_relationshi p\_inquiries\@shi.com
  • multi-year deals
  • early renewals with credit

What is the issue with SHI and their quotes?

  • They don't accept multi-year deals.
  • Their contracts team won't add the additional language until customer approval. (correct)
  • They won't sign quotes for early renewals with credit.
  • They require manual quotes.

What is the best way to avoid delays with SHI quotes?

<p>Include the necessary language in the original quote. (D)</p> Signup and view all the answers

What type of quotes are likely to cause delays?

<p>Early renewals with credit (A), Multi-year deals (B)</p> Signup and view all the answers

What is the email address for SHI business relationship inquiries?

<p>business_relationshi [email protected] (C)</p> Signup and view all the answers

Why is it important to remind the rep about the required language for SHI?

<p>To avoid delays in contract negotiations. (A)</p> Signup and view all the answers

What is the key takeaway regarding SHI quotes?

<p>They require specific language that needs to be included before customer agreement. (D)</p> Signup and view all the answers

Which company prefers that we do not directly contact their customers?

<p>Designtech (C)</p> Signup and view all the answers

If you need to contact someone about a Software One renewal, who should you reach out to?

<p>The Partner Sales Manager (B)</p> Signup and view all the answers

If you need to contact someone about a Softchoice renewal, who is the appropriate contact for California?

<p><a href="mailto:[email protected]">[email protected]</a> (A)</p> Signup and view all the answers

Which company prefers to provide renewal quotes 60 days in advance of the renewal date?

<p>Softchoice (A)</p> Signup and view all the answers

Which company might not be responsive when contacting them for renewal quotes?

<p>Softchoice (A)</p> Signup and view all the answers

What information is NOT provided in the table regarding the resellers listed?

<p>Average response time for each reseller (B)</p> Signup and view all the answers

Which reseller's response time may be significantly impacted by their availability?

<p>Designtech (C)</p> Signup and view all the answers

When should we ideally reach out for a renewal quote for a software license through Softchoice?

<p>At least 60 days before the renewal date (B)</p> Signup and view all the answers

Which of the following actions is typically taken by the role described in the text, two months prior to a renewal?

<p>Reaching out to the last channel rep for confirmation and sending pricing in advance. (A)</p> Signup and view all the answers

What is the email alias used for partner pricing requests?

<p><a href="mailto:[email protected]">[email protected]</a> (D)</p> Signup and view all the answers

Why is it important to keep track of emails regularly?

<p>To prioritize tasks and determine the time required for each. (A)</p> Signup and view all the answers

What action is taken when a partner is not proactive in requesting pricing?

<p>The role contacts the partner directly to offer pricing options. (B)</p> Signup and view all the answers

What information is typically obtained from the Renewals Manager notes when working with a partner?

<p>The latest contact information for the reseller representative. (A)</p> Signup and view all the answers

What is the primary function of the role described in the text?

<p>Managing partner relationships and providing pricing information. (B)</p> Signup and view all the answers

What is the best practice when contacting a reseller for a renewal?

<p>Contact the reseller representative who handled the previous renewal. (D)</p> Signup and view all the answers

Why is it important to follow up on POs with channel reps?

<p>To track the status of the order and ensure timely processing. (A)</p> Signup and view all the answers

When would Carahsoft sign a quote?

<p>When there is a lot of additional language in the quote. (C)</p> Signup and view all the answers

What is the primary role of Carahsoft in the context of this information?

<p>To act as a reseller of products. (B)</p> Signup and view all the answers

What is the best advice for dealing with Insight?

<p>Follow similar strategies employed for SHI. (C)</p> Signup and view all the answers

What is a potential drawback of Carahsoft's signing of quotes?

<p>It can delay the quote process. (B)</p> Signup and view all the answers

What is the main difference between Carahsoft and Insight based on the given information?

<p>Carahsoft focuses on direct sales, while Insight works with resellers. (B)</p> Signup and view all the answers

Which of the following is NOT stated as a reason why Carahsoft might sign a quote?

<p>To indicate their willingness to negotiate. (C)</p> Signup and view all the answers

What advice would you give to a company working with Carahsoft regarding their quotes?

<p>Plan for the possibility of several rounds of edits. (B)</p> Signup and view all the answers

Based on the information provided, what is one potential area for improvement in Carahsoft's quote process?

<p>Adopting a more standardized approach to renewals. (C)</p> Signup and view all the answers

What discount level does SoftwareOne receive from Box?

<p>20% discount (D)</p> Signup and view all the answers

What is the typical discount level for partners that are not currently the incumbent on the account?

<p>10% discount (B)</p> Signup and view all the answers

What is the process for getting a quote for a customer who wants to work with a reseller that Box does not have an active agreement with?

<p>Redirect the reseller to Carahsoft and request a quote. (C)</p> Signup and view all the answers

In what scenarios does Box offer discounted pricing when a customer is moving from direct to channel?

<p>When the customer is adding licenses, product add-ons, or upgrading. (C)</p> Signup and view all the answers

What does 'uplifting' refer to in the context of pricing?

<p>Increasing the price of a product or service. (C)</p> Signup and view all the answers

What is the typical pricing for most accounts?

<p>The channel list price. (C)</p> Signup and view all the answers

What is a 'Channel deal reg'?

<p>A registration required for resellers to provide quotes to customers. (B)</p> Signup and view all the answers

How can you find out the discount level offered to a specific reseller?

<p>By accessing the reseller's profile within Box's system. (A)</p> Signup and view all the answers

What is the recommended practice for communicating pricing to customers who are purchasing through a reseller?

<p>Communicate pricing only through the reseller, as they determine the final price for the customer. (D)</p> Signup and view all the answers

When dealing with auto-renewals through a partner, what is the process for payment?

<p>The partner receives an invoice and pays it if there is a Purchase Order. (B)</p> Signup and view all the answers

What is the recommended time frame to send out pricing information to customers purchasing through a reseller?

<p>One and a half to two months before the renewal date, to accommodate longer procurement cycles. (B)</p> Signup and view all the answers

What is the appropriate response when a Box AE asks to uplift a customer's price beyond the list price?

<p>Push back and explain that going beyond the list price would cut into the reseller's profit margin. (A)</p> Signup and view all the answers

In what cases should a 'Channel Exception Request' ticket be submitted?

<p>When a customer wants to change to a different reseller, or move from reseller to a direct purchase. (A)</p> Signup and view all the answers

What is the standard range for the margin a reseller typically applies to a renewal?

<p>10-30% (B)</p> Signup and view all the answers

In situations where a partner acts as an IT consultant, what is the recommended communication approach with the customer?

<p>Communicate exclusively through the partner, respecting their role as the primary customer contact. (C)</p> Signup and view all the answers

Where can you find the identity of the Channel Rep responsible for a specific renewal opportunity?

<p>By scrolling to the 'Channel Rep' section on the upcoming renewal opportunity. (D)</p> Signup and view all the answers

Flashcards

Salesforce Report on Renewals

A routine report pulled from Salesforce to track upcoming account renewals by quarter.

Proactive Quote Preparation

Creating and preparing quotes for renewals two months in advance before contacting partners or clients.

Overages in Accounts

Checking accounts for any extra usage of seats or APIs that might need special attention during renewal.

Email Management

Regularly checking and responding to emails to stay organized and ahead of tasks in a heavy email role.

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Renewals Manager Notes

Notes from previous renewals that help identify the last reseller representative for account management.

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Contacting Reseller Representatives

Reaching out to the last known reseller rep for renewal actions, especially if they are unresponsive or have left the company.

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Priority Task Evaluation

Assessing the urgency of new emails to prioritize tasks effectively between easy and complex tasks.

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Proactive Partner Communication

Reaching out to partners for pricing requests before they ask, reducing the number of emails needing responses.

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Manual Quotes

Quotes that are created by hand instead of automatically generated.

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CSO Requirement

A mandatory condition to have a Customer Service Order for certain transactions.

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Monthly Billing

A payment structure where charges occur every month.

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Nestmon Contact

A specific email contact for signing quotes related to billing.

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SHI Account Mapping

The process of aligning specific accounts with respective aliases at SHI.

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Additional Language on POs

Extra terms or conditions that must be included in Purchase Orders.

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Contracts Team Approval

The necessary sign-off from SHI's legal team before adding language to POs.

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Flowing Down Terms

Communicating all specific terms and requirements to the customer.

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Carahsoft

A distributor that sells to resellers chosen by customers.

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Proactive outreach

Actively contacting potential clients for quotes.

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Signing quotes

Carahsoft may sign quotes to avoid adding language to purchase orders.

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No auto-renewal

Contracts do not automatically renew; proactive management is needed.

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Insight account mapping

Linking customer accounts to specific insights, similar to SHI.

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[email protected]

An email contact related to Insight account mapping.

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SHI comparison

Insight is similar to SHI in handling POs and account processes.

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Softchoice Renewals

The process handled by specific representatives for renewal quotes, typically starting 60 days in advance.

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US Rep for Softchoice

Christopher Climie takes care of renewals for the US market.

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CA Rep for Softchoice

Mark Andrews manages renewals for the Canadian market.

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Proactive Renewal Approach

Best practice to ensure timely pricing when representatives miss their window.

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Software One Contact Protocol

No specific contact; refer to previous years' rep or Partner Sales Manager for assistance.

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Designtech Communication

Designtech acts as an IT consultant and prefers indirect customer communication.

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Designtech Email Contacts

Bret and Merani are the specific contacts at Designtech.

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Customer Urgency with Designtech

Designtech operates on its own timeline, regardless of customer urgency.

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Member Discount

A 20% discount off list price for certain resellers.

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Choice Discount

A 25% discount off list price available to selected resellers.

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Premier Discount

A 30% discount off list price for top-tier resellers.

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Non-deal Reg Discount

A 10% discount for partners not currently the incumbent.

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Deal Registration Requirement

Partners must register deals for customer quotes.

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Customer Transition Rules

No deal reg pricing if moving from direct to channel unless adding products.

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Uplifting Policy

Regularly, accounts priced at channel list can't be uplifted.

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Redirecting Resellers

Non-agreed resellers are directed to Carahsoft for distribution.

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Channel Policies Resource

The best reference for understanding channel policies when unsure.

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SMB Deals Contact

Alex Wilcox is the main contact for Small and Medium Business deals.

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Auto-renewal Process

Auto-renewal invoices are sent to partners, requiring a PO for payment.

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Reseller Pricing Communication

Pricing should not be communicated directly to customers, only through resellers.

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Partner Margin Estimation

Margins from partners usually range between 10-30%, but not always disclosed.

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Transparency with Partners

Always loop in partners when communicating with customers for transparency.

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Advance Pricing Notification

Send pricing information 1.5-2 months in advance due to longer processes.

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Channel Exception Request

A ticket submitted when moving a customer from one partner to another.

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Study Notes

Day-to-Day Tasks

  • Track upcoming renewals by quarter in Excel.
  • Review renewals two months in advance for overages.
  • Create quotes (fixed or with overage) proactively if no issues.
  • Contact previous channel reps to confirm account handling.
  • Send pricing info to channel reps.
  • Engage Box AE for renewal discussions (especially for overage/upgrades).
  • Respond promptly to pricing requests from partners, proactively if possible.
  • Prioritize emails based on urgency and task time estimates.
  • Follow up on Purchase Orders (POs) with channel reps.

Partner Interactions

  • Partners often request pricing via [email protected].
  • Maintain regular contact with partners concerning renewals.
  • Address partner pricing requests promptly.

Order Processing

  • Renewals require a PO.
  • Forward POs to [email protected] for processing.
  • Accounts may auto-renew but a PO is required for payment.
  • Maintain current awareness of PO status via reseller-orders alias.

Partner Information

  • Several partners have specific alias email addresses.
  • Account mapping between the partners and associated emails isn't always consistent, requiring updates if inaccuracies or inconsistencies are found.
  • Some partner requests might need several iterations.

Communication and Policies

  • Follow up with previous channel reps to confirm they still handle the account.
  • Some partners require CSO(Cloud Service Order) signatures for PO releases.
  • There is often back-and-forth regarding pricing details and POs.
  • Partner pricing generally includes discounts based on agreements.
  • Some partners do not have a direct way of communicating about pricing with the end customer, and requests for customer facing communication must be routed through the reseller.
  • Deal registration is required for quoting.
  • Customers cannot be communicated with directly regarding prices, communication must go through the partner/reseller.

Other Important Points

  • Some renewals have automatic renewal options enabled, however this is not universally true.
  • Time considerations greatly influence the renewal process which can be lengthier.
  • Auto-renewal processes may result in collection efforts if Purchase Orders are not filed; delays in the process can lead to the renewal process taking much longer.
  • Deal registration should be in place prior to quoting a customer and this is required if the customer has not historically dealt with the company through this route.
  • The process of going through partners may take longer and be more complicated than direct communication with the customer.
  • For some partners, it is important to send out quotes one to two months in advance.
  • Direct communication with the customer about pricing is restricted when dealing with partners.

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