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Upsell and Renew Subscriptions

With Nue, you can automate your sales process from the initial order to renewals, upsells, and cross-sells, all through a user-friendly interface inspired by eCommerce. Our platform is designed to help you streamline your customer lifecycle management and maximize revenue growth.  Let's dive in!

 

 

In the last guide we have walked you through how to create the first quote, close-won the opportunity and activate the first order.  After the order was activated, you can see the subscriptions, assets and entitlements in the Lifecycle Manager by clicking on Manage Customer Lifecycle button in the account detail page.

 

In this guide, we'll walk you though the steps to upsell, cross-sell and renew a customer using the Lifecycle Manager.  

 

Upsell and Renew Subscription

 

In Nue, all changes (including changes to assets, subscriptions and entitlements) are managed using the Lifecycle Manager. 

 

In the detail page of our hypothetical account Smart Revenue Inc., click on 'Manage customer Lifecycle', and navigate to the Lifecycle Manager.

 

 

Click on the Subscriptions tab.  In the Subscription created, you can see the Subscription Total TCV and other metrics, including Today's Quantity, Today's CMRR, Today's ARR, etc.  All metrics for 'Today' are calculated nightly, because they could potentially change overnight.  

 

You can also see a Subscription Revenue Steam that spans through the entire subscription term.  In our use case, we have applied a discount tag for the 3-year subscription ramp pricing.  So you can see the price ramping clearly from the revenue stream chart. 

 

In the 'Included Items' panel, you can see the included products in this subscription.  These are children subscriptions, assets and entitlements.  You can click on any of the children subscriptions.  The subscription panel will expand to load the child subscription information as well.  

 

Under the subscription summary information, there are several subscription actions: 

 

 

These actions help you to quickly upsell, renew, co-term, reconfigure, or cancel the subscription.  

 

The Use Case

Our customer Smart Revenue wants to renew the VROOM BUSINESS subscription for another 12 months (currently, they have a 36-month subscription), and at the same time add 10 licenses. 

 

They also want to purchase 10 more hours of Professional Services and 1 more Vroom Phone Hardware as a Service starting the beginning of next month.  

 

Smart Revenue has a small team that wants to add 10 licenses to VROOM PRO at the beginning of next month.  But they want to co-term VROOM PRO with VROOM BUSINESS after renewal.  

 

This sounds complicated, doesn't it? 

 

Let's see how we can achieve this easily using Lifecycle Manager. 

 

  • Click Renew action.  
  • Fill the form to renew for another 12 months, and add 10 licenses upon renewal.

 

  • Click Confirm. The popup closes, and the renewal requests are added to the Change Cart.

 

The Change Cart is just like a shopping cart when you shop on Amazon.  The changes to existing subscriptions are saved in the Change Cart.  You can mouse over each change to edit the change information if your customer wants to make modifications.  Once you are ready, you can click 'Checkout' to checkout into a quote or an order.

 

If you are a Sales Rep or a Customer Success Manager, you may have more than one customers.  So you can also expand to see the change requests you issued for other customers as well.

 

Add More Entitlements

You can add more units of Professional Services by following steps below: 

  • Navigate to Entitlements
  • In the Professional Services card, click Update Quantity

  • Add 10 Units starting the beginning of next month.  
  • Click Confirm.  This adds a new change request to the Change Cart.

Add More Assets

You can add more units of Vroom Phone by following steps below: 

  • Navigate to Assets
  • In the Vroom Phone card, click Update Quantity

  • Add 1 Unit starting the beginning of next month
  • Click Confirm.  This adds a new change request to the Change Cart.

Now we're ready to check out these changes to the existing subscriptions and entitlements of the customer.  We click on the Change Cart, and find all our change requests are available in the cart: 

 

  • Click Checkout to check out from Change Cart.  

More about Change Cart

Change Cart is designed to simplify the process of making changes to subscriptions, assets, and service entitlements for enterprise sales users.

 

What makes the feature truly unique is that it allows users to add change requests into a cart without having to create an empty quote or order first.

 

This means that users can make changes to different objects as they navigate through their workflow, and they can add these changes to the cart as they go. Only when the user is ready to proceed with the changes do they need to checkout into a quote or order, which reverses the typical flow of creating a quote first, finding the subscriptions, making amendments, and then converting into an order.

 

By using Change Cart, enterprise sales users can avoid creating empty quotes or orders, which can be time-consuming and lead to junk data. Instead, they can simply add change requests to the cart and then checkout when they're ready.

 

The feature also provides a range of other benefits, such as the ability to group changes into different carts based on different criteria, such as Customer, Price Book, and Currency. Users can easily delete or discard items from the cart, and the contents of the cart persist across multiple sessions.

 

Checkout Change Cart

After you click Checkout, you will be asked whether you want to check out into a new quote, a new order, or an existing quote, an existing order. These options are configurable to suite for the specific needs of your company.  

 

We choose to checkout into a new quote.  

 

In the Create Quote screen, you notice that the Quote Name is already automatically populated.  We call these quotes (and orders) Change Quotes because unlike new sales quotes, they are making changes to existing subscriptions, assets and entitlements.

 

You need to create a new opportunity to associate with this quote, so that the ARR of the change quote can be rolled into the opportunity pipeline as well. 

 

 

Click Create Opportunity to create a new upsell opportunity.  In a typical sales process, there may be more than one opportunity record types, e.g., Upsell, Renewal, each associated with a different sales process.  So when you create a new opportunity for a Change Quote, you may be prompted to choose a record type first.  

 

In our hypothetical company, Vroom, there are no additional record types.  So we'll fill up the opportunity form with the following information: 

  • Opportunity Name: Upsell Opportunity for Smart Revenue
  • Close Date: The last day of this month, e.g., 04/30/2023
  • Stage: Proposal / Price Quote
  • Click 'Save'.

Check 'Primary Quote', and click 'Save and Next'. 

 

In the Line Editor, you can see there are 3 products being changed: 

  • Professional Services
  • VROOM Phone Hardware as a Service
  • VROOM BUSINESS

 

You can expand each product to see the change details.  For example, let's expand VROOM BUSINESS. 

 

 

Please note the following: 

  • Under the Change Summary Line, you can see the original subscription version, e.g. SUB-001184 v1
  • For each change request, in this example, a Renewal and an Update Quantity request, there is a Change Line generated that captures the subscription term changes and the price changes.  
    • In each Change Line, the Quantity field captures the Change in Quantity, and the Subscription Term field captures the Change in Subscription Term; 
    • You can also add Delta CMRR, Delta ARR fields to the Line Editor grid, and see the change in CMRR, ARR accordingly; 
    • Each Change Line has a Change Type, which captures the actual changes.  We can use this information to analyze the change in ARR for different types of changes.  
  • The Summary Line (the line being expanded) shows the status of the subscription after the changes occur.  In this example, after renewal and upsell, the total quantity will be 110 licenses, and the subscription term will be extened to 48 months.  When the upsell opportunity is Closed Won, the Summary Line will become the newer version of the subscription.
  • Let's suppose Smart Revenue wants to add 20 licenses upon renewal, instead of 10.  You can click on the 'Edit' icon in the change line to edit the changes.  Change the quantity to 20, and click 'Confirm'.  The prices are automatically updated according to the new change.  

Cross-sell and Coterm

Now we need to add a VROOM PRO product with 10 licenses for the small team Smart Revenue has.  

 

With Nue, it is super easy to cross-sell a new product.  We just need to add VROOM PRO into this change quote.  

 

  • Click 'Add new product' vertical tab on the right side to open the Select Product panel.
  • Search VROOM PRO, and drag the price book entry with UOM License/Month into the quote.
  • When the Product Configurator launches, leave everything as the default configuration, and click Confirm.
  • Now a popup launches that asks if you want to coterm with VROOM BUSINESS wiht the new End Date of VROOM BUSINESS after it's renewal.
  • This is so smart! I select VROOM BUSINESS and click Confirm.

 

Well done! Only after a few clicks, you not only upsell an existing subscription upon renewal, but also cross-sell a new product that co-terms with the existing subscription after it is renewed.  

 

  • Click Save and Exit.  
  • Click the Upsell Opportunity for Smart Revenue, and Close Won the opportunity.  This will convert the quote into a Change Order, and activate the order.  
  • Click into account Smart Revenue Inc., and click Manage Customer Lifecycle.  
  • Click Subscriptions tab.
  • You can see that VROOM BUSINESS Subscription has been updated into V2.  The quantity is changed to 120 licenses, and the Start and End Date, the Subscription Term are updated to reflect the renewal of 12 months. 
  • In the Subscription Stream, you can clearly see a renewal, and an expansion.  
  • Click on 'Change History' tab in the subscription panel.  You can find the change log.  
  • You can also see a new Subscription VROOM PRO with 10 licenses, cotermed with VROOM BUSINESS version V2.  

 

 

Congratulations! You have completed the Get Started Guide.  You learned to: 

  • Build complex products and bundles; 
  • Create initial quotes, orders, subscriptions, assets and entitlements; 
  • Create change quotes and orders to upsell, renew, cross-sell and co-term subscriptions.