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Lifecycle Manager

Upsell and Downsell

With Nue Lifecycle Manager, you can easily upsell or downsell a subscription, an add-on subscription, an asset or an entitlement. In this article, we'll outline several common upsell and downsell scenarios.

Users can login to Salesforce, and navigate to an account. Click 'Manage Customer Lifecycle" to navigate to the Lifecycle Manager.

Upsell - Add Product Quantity

In the upsell scenarios, customers want to make mid-term changes to add product quantities. With Nue, you can easily add quantities in the Lifecycle Manager for one or more subscripitons, entitlements and assets, and checkout the change requests into a quote or an order. Nue will automatically process the changes in quantity, and in total price. When the Opportunity is Closed Won, or the order is activated, the subscriptions, entitlements, or assets will be versioned with the quantity added, and the metrics recalculated.

Add quantity to subscriptions

Scenario: A user wants to add more units to an existing subscription and coterm the added units with the subscription's end date.

For example, the customer Smart Revenue has a subscription starting 1/1/2023 and ending 12/31/2023 with 110 users. A sales rep wants to add 1 user to this subscription starting 07/01/2023, and she wants the 1 additional user to also end on 12/31/2023.

You can follow the steps below to implement this scenario.

Navigate to the Lifecycle Manager > Subscriptions Tab
Use 'Search Subscriptions' to use Subscription Number or Product Name to find the subscription.
Click 'Update Quantity'
Add 1 User starting 07/01/2023
Click 'Confirm'.
Now the change request is added to the Change Cart.
Checkout from the Change Cart into a new quote or order.
Follow the Create Quote (or Create Order) process.
- If you are creating a new quote, you will need to associate the quote to an existing opportunity, or create a new opportunity.
Click 'Save and Next'
In the Line Editor, expand the Summary Line to see the change line. You can see 1 user is added starting 07/01/2023, and the total price is prorated for 6 months only.
You can change the Discount or the Net Sales Price.
You can click 'Edit' icon in the Change Line to edit the quantity or start date. The prices will be recalculated when you confirm the edits..

Click Save and Exit, and Close Won the opportunity if you chose to create a primary quote, or activate the order directly if you chose to create an order.

When the order is activated, the subscription will be versioned to reflect this change. If you navigate back to the lifecycle manager, you can see the Subscription is changed to Version 2, and the quantity is updated to 111.

Add quantity to bundle subscriptions

Scenario: A user wants to add more units to an existing bundle subscription and coterm the added units with the subscription's end date.

You can follow the exact same steps to add quantity to a bundle subscription. When you check out into a quote or order, in the Line Editor, Nue will automatically add quantities not only to the bundle subscription itself, but also to all children subscriptions that are connected to the bundle quantity.

When adding a product to a bundle, if you configure "Link to Bundle Quantity" as true, then the quantity of the product will go along with the quantity of the bundle.

Child product quantity = Bundle Quantity x Product Option Quantity

In the screenshot below, both children subscriptions "Group Meetings" and "Private and Group Chats" are updated with added 10 units, together with the bundle.

When you Close Won the opportunity or activate the order, the bundle subscription, as well as its children subscriptions that are connected to the bundle quantity will be updated to a newer version.

Add quantity to add-on subscriptions

Scenario: A user wants to add more units to an add-on subscription that is not connected with the bundle quantity, and coterm the added units with the subscription's end date.

For example, Smart Revenue has a subscription VROOM BUSINESS, which has an add-on Vroom Webinar. Vroom Webinar is based on an overage usage revenue model, thus it s not configured to connect with the bundle quantity.

You can use the exact same steps to add more quantity to the add-on subscription ("Vroom Webinar").

When you search for "Vroom Webinar" in the Lifecycle Manager's Subscriptions tab, the Vroom Webinar Subscription will be displayed under the VROOM BUSINESS parent subscription, so that you are aware that it is not a standalone subscription.

Add quantity to assets and entitlements

Scenario: A user wants to add quantity to an asset or entitlement, starting a specific date.

You can follow the steps below to quickly add new units to an asset or entitlement.

Add Quantity to Asset

Navigate to the Lifecycle Manager
Click Assets tab. Search for Asset name or Asset number or other fields
Click Update Quantity.
Specify the number of added quantity, and the effective date.
Click 'Confirm'. This will add the change request to the Change Cart. You can further edit the changes in the Change Cart.

Add Quantity to Entitlement

Navigate to the Lifecycle Manager
Click Assets tab. Search for Entitlement name or Entitlement number or other fields
Click Update Quantity.
Specify the number of added quantity, and the effective date.
Click 'Confirm'. This will add the change request to the Change Cart. You can further edit the changes in the Change Cart.

When you checkout from the change cart and create a quote or order from the change cart, Nue will calculate the total price for the added quantities and show in the LIne Editor.

When you Close Won the opportunity or activate the order, Nue will version the asset or the entilement wih the new quantity.

Change History

All changes will be logged as Change Log records in the Change History. You can navigate to the Subscription card and click Change History, or navigate to the Asset and Entitlement card and click See Details to view the Change History.

Downsell - Reduce Product Quantity

In the downsell scenarios, customers want to make mid-term changes to reduce product quantities. With Nue, you can easily reduce quantities in the Lifecycle Manager for one or more subscripitons, entitlements and assets, and checkout the change requests into a quote or an order. Nue will automatically process the changes in quantity, and in total price (mostly negativa amounts). When the Opportunity is Closed Won, or the order is activated, the subscriptions, entitlements, or assets will be versioned with the quantity reduced, and the metrics recalculated.

Reduce quantity from subscriptions, assets and entitlements

Scenario: A user want to reduce quantity of a subscription, a bundle subscription with children subscriptions, or an add-on subscription.

For example, the customer Smart Revenue has a subscription starting 1/1/2023 and ending 12/31/2023 with 110 users. A sales rep wants to reduce 10 users to this subscription starting 10/01/2023. She expects that after the change, the subscription has 111 users till 09/30/2023, and has 100 user since 10/01/2023.

You can follow the similar steps as adding quantities:

Find the subscription in the Lifecycle Manager, and click 'Update Quantity'.
Select Action as 'Reduce' as shown in the screenshot below. Set the quantity to reduce as 10, starting 10/01/2023.
Click 'Confirm' to add to the change cart.
Additionally, if you want to reduce quantities for other subscriptions, add-on subscriptions assets or entitlements, you can repeat these steps. All the change requests will be added to the change cart.
When you are ready, click Change Cart, and make final review or edits of your changes, and click Checkout.
You can choose to checkout into a new quote, a new order, an existing quote or an existing order. Simply follow the checkout page flow.
- If you checkout into a new quote, in the Create Quote step, you must either create a new opportunity, or choose an existing opportunity, so that the changes in ARR and total amounts can be rolled into the opportunity pipeline.

In the Line Editor, you can see that Nue has created a Change Line with a negative quantity of 10, starting from 10/01/2023 to 12/31/2023. This means, 10 units are reduced starting 10/01/2023. This also reflects to the Total Price of the line item, and rolled up to the price summary at the header level. Nue also calculates the Delta ARR and other metrics for the negative quantity.

After the opportunity is Closed Won or the order is activated, you can navigate back to the Lifecycle Manager → Subscriptions tab, and see that this subscription is versioned with the updated quantity, total price, and booking metrics. You can see the Revenue Stream being redrawn reflecting the downsell starting 10/1/2023.

Reduce quantity for bundle subscriptions

You can follow the exact same steps to reduce quantities for bundle subscriptions.

After the change requests to reduce quantities for bundle subscriptions are checked out, all children subscriptions in the bundle that are linked to the bundle quantity also have their quantities reduced. Users can see a change line for each child subscription having the quantity reduced.

Additional notes on price calculation

In the downsell scenario, Nue uses the same Net Sales Price of the units that were purchased as the Net Sales Price of the units when calculating the quantity reduction. This ensures that the exact same dollar values be refunded or credited to the customer.

For example, in the following complex scenario:

Smart Revenue Inc. subscribed to 10 user licenses for $10 each with subscription term 1/1/2023 to 12/31/2023.
On 07/01/2023, they added 10 user licenses with only $8 per license, for the same subscription.

Smart Revenue wants to reduce 15 user licenses starting 10/01/2023.
Note that, among these 15 user licenses, 10 were priced at $10, and 5 were priced at $8. So in the Line Editor, you will see 2 Change Lines, one contains the quantity reduction of 10 units at $10, the other contains the quantity reduction of 5 units at $8:

When the order is activated, you will see the reduction in quantity in the Revenue Stream.

Change Categories

The Change Type field present in each line specifies the nature of the change made, such as modifying the quantity or altering the term.

For both Add or Reduce quantity cases, the Change Type is Update Quantity. However, in the ARR Momentum chart, it is represented as either Upsell/Expansion if the change in quantity is positive, or Downsell/Contraction if the change quantity is negative.