Lifecycle Manager Overview

the nue lifecycle manager empowers sales reps and customer success managers to effectively manage the customers' revenue lifecycle with an intuitive, ecommerce like user experience, the platform provides sales reps and customer success managers with a range of tools to optimize the revenue lifecycle operations some of the key features of the nue lifecycle manager include upselling and cross selling the platform allows reps to easily make changes to customers' existing subscriptions, assets, and entitlements, thus following through and executing the upsells and cross sell opportunities bundle reconfiguration with the ability to reconfigure bundles, reps can create customized packages that meet customers' specific needs, ultimately increasing sales and customer satisfaction invoicing and payments the platform provides easy to use invoicing interfaces that allow reps to generate, view, and manage invoices, while also facilitating payments and tracking payment history analytics and reporting the platform enables reps to track key metrics such as arr, cmrr, tcv, acv, and generates subscription revenue stream in real time, thus helping to identify oportunities and risks with the business this article outlines some of the key features and concepts of the lifecycle manager let's dive in! youtube link here https //www youtube com/embed/kvmdowbwgt0 docid 94527bfbcb496e32e4d66be6925c49ca39078acd order activation a customer's lifecycle starts after you close won the first opportunity of this customer after you close won the first opportunity, its primary quote will be generated into an order, and the order will be activated automatically optionally, you can finalize a (primary or non primary) quote into an order, and activate the order when the order is activated, each line item of the order (that is not a summary line or a split line) will be provisioned into a subscription, an asset or an entitlement by default, as shown in the above picture, when an order is activated, if the product category is ‘physical goods’, an asset is created; if the product category is ‘recurring services’, a subscription is created; if the product category is ‘professional services’ or ‘customer support’, an entitlement is created admin users can also create custom mapping between a product category and an activation object (asset, subscription and entitlement) to create custom mappings, you can navigate to nue → settings → product categories after the order is activated, you can navigate to the lifecycle manager to manage customers' revenue lifecycle login to salesforce and navigate to accounts click to open an account click 'manage customer lifecycle' to enter the lifecycle manager docid 94527bfbcb496e32e4d66be6925c49ca39078acd docid 94527bfbcb496e32e4d66be6925c49ca39078acd customer revenue lifecycle in the lifecycle manager, users can see the general information of the customer account, its children accounts, its orders, subscriptions, assets, entitlements, invoices, credit memos and credits admin users can customize the information being displayed in the lifecycle manager, including the tabs, the field layouts of each tab, etc to customize the tabs being displayed, navigate to nue → settings → customer lifecycle tabs in each lifecycle manager tab, there is a filter and search bar, alongside with default filters you can use the default filters to quickly filter for the records you need, e g , active orders, canceled orders, subscriptions up for renewal you can also create and save your own custom filters you can use the sorting criteria to sort and organize the records everything starts with orders in the lifecycle manager in an active order, you can view the order details by clicking on details button in the order card, or click on ' ' to access more actions, including change order, view invoices, view assets, view entitlements, view usage, view credits, etc docid 94527bfbcb496e32e4d66be6925c49ca39078acd docid 94527bfbcb496e32e4d66be6925c49ca39078acd make changes to subscriptions, assets and entitlements if you click on "change order" action, you will be directed to the subscriptions tab and see a list of subscriptions created by this particular order in nue, we do not use "amendments" to refer to the changes to a subscription contract this is because nue unifies the processes to make changes to subscriptions, physical assets and entitlements so we use change order to refer to all changes the change order process is not to make changes directly to an order instead, it is marking changes to the subscriptions, assets and service entitlements provisioned from one or more previous orders these changes, once captured into a "change order" and activated, can be used to create new versions of the subscriptions, assets and entitlements docid 94527bfbcb496e32e4d66be6925c49ca39078acd change cart when you shop in an ecommerce site as a consumer, if you want to make changes to a subscription, you will add the changes to a shopping cart, and checkout from the shopping cart into an order once the order is invoiced and paid, you can see your subscription getting updated, or new items purchased nue shares the same experience making changes in an enterprise application doesn't have to be cumbersome we introduced change cart , which can be used to capture the changes to the subscriptions, assets and entitlements that the customer owns sales reps and customer success managers can add the change requests including add/reduce quantity, renew subscriptions, cancel subscriptions, etc to the change cart when the changes are ready to be committed, users can checkout the change requests placed in the change cart into a new quote or order, or add to an existing quote or order docid 94527bfbcb496e32e4d66be6925c49ca39078acd change order process the following diagram illustrates the entire change order process essentially, with nue, making changes to customers' subscriptions, assets and entitlements is not only unified, but is also easy and intuitive it takes the following steps navigate to the lifecycle manager by clicking on 'manage customer lifecycle' button on the account details page find your subscriptions, assets or entitlements to make changes for click the action buttons (e g , renew, update quantity, etc ) and click 'confirm' in the action popup this adds the change requests to the change cart when you are ready, checkout the change cart into a new quote, a new order, an existing quote or an existing order if you checkout into a new order, in the create quote page, you can select an existing opportunity or create a new opportunity to associate to the quote nue merges all changes into the (change) quote or order, calculates the prices, prorates the subscription terms, and generates delta metrics you can see all the change lines as well as the summary lines in the line editor you can make further changes and add additional discounts if necessary once you close won the (change) opportunity, or activate the (change) order, nue applies the changes to the subscriptions, assets or entitlements, and creates new versions for them you can view the new versions in the lifecycle manager all the change histories are preseved you can click 'change history' to view the details of each change nue billing accelerator will receive the changes immediately and the changes will be considered in the billing operations for the customer docid 94527bfbcb496e32e4d66be6925c49ca39078acd change types in the lifecycle manager, users can make the following types of changes update quantity users can add or reduce quantity to a subscription, asset or entitlement that takes effective on a specific day (default to today) update term users can add or reduce subscription term to a subscription, co term to an existing subscription, or a specific date renew users can renew a subscription by a specific renewal term, and at the same time, add or reduce quantity upon renewal adjust price users can adjust the price of a subscription by setting a specific net sales price or giving a specific price increase / discount over a period of time reconfigure users can reconfigure an existing bundle subscription, including adding or removing add on products cancel users can cancel a subscription all these changes can be made to a bundle subscriptio n that contains children subscriptions, assets and entitlements when a change is made to a bundle subscription, it is also propagated to its children subscriptions we'll cover the bundle subscription use cases in later sections the above changes can be made directly from a subscription card, an entitlement card or an asset card in the lifecycle manager admin users can configure to show or hide any of these changes for example, you may not need to show 'reconfigure' action in the subscription card to configure the available change types, navigate to nue → settings → subscriptions → change types in addition to these changes, users can also cross sell products, or for more than one existing subscriptions of a customer docid 94527bfbcb496e32e4d66be6925c49ca39078acd add changes to cart after understanding how you make changes in the lifecycle manager, you can try to make a few changes for example, navigate to subscriptions, in one of the subscriptions card, click renew click confirm navigate to entitlements, in one of the entitlements card, click update quantity specify the quantity and date click confirm navigate to assets, in one of the assets card, click update quantity specify the quantity and date click confirm now you can click on change cart, and see the changes being added to the change cart the screenshot below shows that change requests are grouped into one or more change sets in the change cart, according to price book, currency, and customer you can mouse over each change request to edit the change set a sales rep or a customer success manager typically manages more than one customers users can add change requests to multiple customers to the change cart in the lifecycle manager of a specific customer, the change sets of other customers are folded users can click on 'change sets for other customers' to see change requests for other customers multiple changes similar to a shopping cart, you can add multiple change requests, to more than one subscriptions to the change cart nue validates the change requests to make sure they are not conflicting with each other for example, for a subscription sub 001209 that starts on 05/01/2023 and ends on 04/30/2024 a user adds a change request to renew the subscription for 12 months, and add 10 units on 01/01/2025 these are valid change requests, because if they are checked out together into a quote or an order, the new subscription end date will be 04/30/2025, so it's perfectly fine to add 10 units on 01/01/2025 it is within the subscription term however, if the user adds a change request to add 10 units on 05/01/2025, she will receive the following error message in the change cart in general, we validate the change requests based on the following business rules true falsefalse left unhandled content type false unhandled content type false left unhandled content type false unhandled content type false left unhandled content type false unhandled content type false left unhandled content type false unhandled content type false left unhandled content type false unhandled content type false left unhandled content type false unhandled content type docid 94527bfbcb496e32e4d66be6925c49ca39078acd checkout when you are ready to commit the changes in the change cart, you can checkout the change cart as mentioned earlier, there can be multiple change sets in the change cart, organized by price book, currency and customer you can only checkout one change set at a time you can check out a change set into a new quote, a new order, an existing quote or an existing order checkout into existing quote or order it is very useful to checkout changes to an existing quote or order for example, a customer success manager has created a renewal quote for her customer a few weeks ago but now the customer wants to also add 10 more units upon renewal she can then add 10 units into the change cart, and check out the changes into the renewal quote please note that if you choose to add to an existing quote, nue allows you to choose from quotes that are not associated to a closed (closed won, or closed lost) opportunity of the same customer if you choose to add to an existing order, nue allows you to choose from orders only in draft status of the same customer if you choose to checkout into an existing quote or an existing order, nue will merge the changes into the quote or order and calculate the prices you will be directed to the line editor and see all the changes nue validates the change requests with the line items in the existing quote or order to make sure there are no conflicts before merging all the validations in the section "multiple changes" apply checkout into new quote or order if you choose to checkout into a new quote or new order, you will be directed to the create quote or create order page creating a "change quote" is similar to creating a regular quote, except that you will need to associate this quote with an opportunity in the "select opportunity id" field, nue allows you to search for an existing opportunity of the same customer that is not closed (i e , status in close won or close lost) to associate to the quote optionally, you can click 'create opportunity' to create a new (change) opportunity in an organization, typically the sales process for a new deal is different from the sales processes for renewal, expansion or cancellation therefore, admin users may configure more than one opportunity record types https //trailhead salesforce com/content/learn/projects/create an opportunity record type for npsp/create and test a new opportunity record type , each associating to a different sales process if there are more than one opportunity record types configured, when you click on 'create opportunity', you have the option to choose the record type that is best suited for the changes (e g , expansion, renewal), and click confirm to fill up additional opportunity information admin users can configure the minimum fields required to create an opportunity for a specific record type please refer to configure create opportunity popup docid\ iksfwca2nsd6moagavldt to learn about how to configure field layout in the create opportunity popup at the minimum, you need the following fields opportunity name stage close date the account information will be defaulted to that of the quote you can click save and next to navigate to the line editor in the line editor, you will find that nue has merged all the change requests, and applied the changes to the subscriptions, assets and entitlements accordingly if you don't need to make further changes (e g , adding discounts), you can click save and exit and complete the change order process docid 94527bfbcb496e32e4d66be6925c49ca39078acd line items in change quote or order now, let's look into the details of the line items in the line editor there are the following types of line items in the line editor of a change quote or order summary lines summary lines contain the latest information of a product line after the change is merged to the subscription, asset or entitlement it is essentially a preview of the new version of the subscription, asset or entitlement after the change quote or order is activated the summary lines are read only subscriptions, assets or entitlements these types of lines contain the current information of the subscription, asset or entitlement that the changes are applied to these types of lines are read only ramp lines if a subscription contains ramp lines, e g , resulted from a multi year ramp pricing, then all the ramp lines are also displayed under the summary line this gives users information about how the subscription is ramped for both quantity and price these types of lines are read only change lines the change lines represent the changes in each change line, nue calculates the changing by applying prorations (if there are term based changes) and price tags according to a single change request a change request generates at least one change line for data clarity and simplicify nue never merges 2 or more change requests into one change line change lines are editable in each change line, users can edit the following inline edit the net sales price, discount %, and discount amount nue recalculates the total price, total amount, etc accordingly based on the subscription term and the quantity click 'edit' icon in the action column to edit the change request in the following example, the user can change the renewal term by clicking on the 'edit' icon after the user clicks 'confirm', the change line is recalculated instantly, and the summary line will also be refreshed with the latest changes merged use case example example smart revenue has a 12 month subscription of 100 platform licenses, each license is $10 the subscription used a ramp price tag to add 10% each year upon renewal a sales rep renews the subscription for another 12 months as you can see in the above screenshot, the subscription v1 (version 1) has a term of 12 months, and a total price of $1200 the change line with change type renew has a subscription term 12 months and net sales price $11 00 because the ramp price tag is applied, thus it is 10% over the first year price the total price is $1320 the summary line shows the merged information after the change line is applied to the subscription v1 it has a subscription term 24, and a total price $2520 the user can inline edit the net sales price to increase the price further to $11 5 the total prices of the change line, the summary line, and the quote are all instantly recalculated based on the updated net sales price you can also change the discount % and the total price on the quote header the discounts are propagated to the change lines (and the change lines only) the summary lines will be recalculated accordingly docid 94527bfbcb496e32e4d66be6925c49ca39078acd activate change order after the change quote or order is saved, as usual, you can send it for deal desk approval, generate an amendment order form using any doc gen tool, and get it signed by the customer after the quote or order is finalized, you can close won the opportunity, or activate the order after the order is activated, the subscription, asset or entitlement will be versioned technically, this is what will happen the current subscription record (e g v1) is cloned into a new subscription record its status is set to expired the current subscription record will be updated with the information of the summary line its version will be incremented (e g v2), and its status is set to active the change line will be associated with the newer version of the subscription (e g v2), so that we know clearly that this newer subscription version is resulted from the change line a change history record will be created containing this change the above applies to assets and entitlements as well thereforce, in this object model, each change line leads to a newer version of the subscription having the same subscription number and subscription record id this is critical for downstream finance processing invoicing, payments, provisioning, etc overtime, the same subscription record will be associated with a series of change lines in the form of order products these order products contain the accurate change information change in quantity, change in subscription term, change in arr, change in cmrr, thus they can be used for revenue recognition, reporting, provisioning and fulfillments, etc docid 94527bfbcb496e32e4d66be6925c49ca39078acd add bulk changes into the change cart users can also submit multiple change requests across various subscriptions within the lifecycle manager follow these steps to efficiently make bulk changes navigate to account management go to the desired account and open the manage customer lifecycle section select subscriptions under the subscriptions tab, switch to the list view and select all the subscriptions requiring bulk changes choose batch actions once subscriptions are selected, the batch actions menu will appear choose the desired action, such as renew add to cart click add to cart to include all selected changes into the change cart process the change cart open the change cart and proceed to check out the changes you can choose to convert them into either a quote or an order express checkout (optional) for faster processing, use the express checkout option to check out all changes at once, converting them directly into active orders or draft orders this streamlines subscription updates, enabling users to efficiently manage bulk actions with minimal effort docid 94527bfbcb496e32e4d66be6925c49ca39078acd express checkout in the lifecycle manager of an account, users can access a comprehensive view of all subscriptions, assets, and entitlements associated with child or related sales accounts, provided the current account also serves as the billing account change requests are organized into change carts , categorized by account , price books , and currency users can manage these change carts individually by checking them out one at a time or opt for express checkout this convenient option allows all change carts to be processed simultaneously, converting them into draft or active orders this streamlined approach simplifies the management of changes across multiple accounts, reducing manual effort and saving time to use the express checkout feature, follow these steps navigate to account management go to account → manage customer lifecycle access the change cart click on ‘change cart’ and then select ‘express checkout’ select checkout option in the express checkout modal, choose whether the change requests should be processed as draft orders or active orders this action will create or version subscriptions, assets, or entitlements accordingly confirm and process click ‘confirm’ to submit the change requests processing may take a minute or two refresh the lifecycle manager once processing is complete, refresh the lifecycle manager pages to view the newly created orders this video demonstrates how to use express checkout to apply adjust price changes for multiple subscriptions across all child accounts within the lifecycle manager docid 94527bfbcb496e32e4d66be6925c49ca39078acd putting it all together in summary, nue lifecycle manager provides an intuitive ui for sales reps and customer success managers to effectively manage upsell, cross sell, renewal, and other changes for customers' subscriptions, assets and entitlements with a unified process nue handles all the complexities of prorations, discount calculations, co terming, versioning, and produces accurate finance transactions and revenue metrics docid 94527bfbcb496e32e4d66be6925c49ca39078acd further reading we provide more specific use cases of lifecycle manager in the following articles upsell and downsell docid\ ovjfgwziml3dmkuprjviw renew subscriptions docid\ uxpe laxwqsxfqsp5oejc co term subscriptions docid\ v0suhdgucr3gw6j3zs1jz cancel subscriptions cross sell docid\ vzrkguowjsjb6sej2gzcv reconfigure bundle subscriptions docid\ hungzcrjjj6brldacgiua adjust prices docid\ vt3laksmm8dfc9zdgqnaw evergreen subscriptions docid\ tsxluthm8wfm2d kbv z6 cancel orders docid\ tb8dcx 6xqvu8zts00sab preview invoices docid\ ezhcu0ywxtmu5cxhkbsoj service milestones and milestone based billing docid\ wymuetltorbfpgi 4f d6