Improving Renewal Readiness
Renewals rarely fail suddenly. In most cases, risk signals appear weeks or months in advance but are not captured consistently or acted on in time.
This playbook describes how Novigem helps customer success teams make renewal readiness visible, structured, and repeatable inside Salesforce.
Why Renewal Readiness Breaks Down
Across many customer success teams:
- Renewal risks are identified informally or too late
- Signals live in notes, inboxes, or conversations rather than Salesforce
- Follow-up actions are inconsistent across accounts
- Leaders lack early visibility into renewal health
As a result, renewals become reactive, and escalation happens too late to change outcomes.
How Novigem Helps
Novigem reinforces early renewal behaviors by turning them into clearly defined Salesforce actions that earn points.
By rewarding consistent documentation and follow-up, Novigem:
- Encourages earlier identification of renewal risks
- Makes renewal preparation visible across the team
- Reinforces shared standards without manual enforcement
All reinforcement happens inside Salesforce, using existing records and workflows.
What This Program Focuses On
This program emphasizes behaviors that support proactive renewal management.
Behaviors reinforced include:
- Logging renewal risk indicators in Salesforce
- Creating follow-up tasks when risk is identified
- Reviewing accounts ahead of renewal windows
- Updating renewal-related fields consistently
The goal is not prediction accuracy, but early action.
Recommended 6-Week Configuration
Challenges
Renewal Risk Logged Early A timebound challenge that awards points when defined risk indicators are recorded before a specified renewal threshold. Use a rule with trigger type Update on whichever object holds your risk fields. Opportunity works if you track renewals as opportunities. If risk lives on Account, Contract, or a custom health-score object, register that object and gamify it directly. See Gamify a new object.
Renewal Review Completed
Points are awarded for completing required renewal review steps. Use a rule on Task with trigger type Update and a condition checking that Status equals Completed for renewal-related tasks.
Follow-Up Actions Created Points are awarded when tasks or events are created in response to identified risk. Use a rule on Task with trigger type Create.
Leaderboards
- Customer success-only leaderboard
- Scoring based on preparedness and follow-through
Badges
- Completion badge for meeting the renewal readiness target
- Use completion bonus points for extra motivation
How to Set It Up
Each behavior maps to a rule on the relevant object.
| Behavior | Object | Trigger | Condition |
|---|---|---|---|
| Risk logged | Opportunity | Update | Risk field isChanged = true and isBlank = false |
| Renewal review completed | Task | Update | Status equals “Completed”, Subject contains “renewal” |
| Follow-up created | Task | Create | Related to renewal account |
Tip: Combine
isChangedwithequalsto award points only when a risk field changes to a specific value, preventing points for repeated edits.
Tip: These rows assume renewals are tracked on Opportunity. From Novigem 1.8.0 you can put the same rules directly on Account, Contract, or a custom renewal object. Register the object first, then add a record-triggered Flow.
How CS Leaders Use This Program
Leaders gain earlier and more reliable visibility into renewal health:
- Team Pulse shows each direct report’s engagement status, goal pace, and last activity in one screen, with the people who need attention first
- Fewer last-minute escalations
- Clearer insight into where support is needed
- More consistent execution across the team
Novigem helps standardize renewal preparation without micromanagement.
Measuring Success After 6 Weeks
Teams often review:
- Percentage of renewals with documented risk status
- Average time between risk identification and renewal date
- Completion rate of renewal review steps
- Reduction in last-minute renewal issues
Use Challenge Impact in Novigem Admin to compare participants’ tracked activity before, during, and after the cycle, so you can tell a real habit from a six-week push.
These indicators provide early confidence in renewal outcomes.
Outcome
Customer success teams become more proactive and aligned around renewal readiness.
Novigem helps ensure that renewal risks are surfaced early and acted on consistently, directly inside Salesforce.
Next steps
- Designing Effective Challenges: Principles that apply to all playbooks
- Drive Account Expansion: Grow existing accounts
- Rules: Configure renewal validation rules