Lets talk how cr-p the renewals team is...

Firstly I believe this is run by the serial longtimer James (Don't speak to me) McGourlay.

Renewals work in stealth mode. They are amazing at sending emails late, have zero real client engagement and seem to think sending an email with a $400k renewal quote is actually doing their job.

I've personally had clients come to me asking WTF is happening with their renewals. Draft quotes, late quotes, excessive fees and squeezing in premium support. It's just a complete mess.

Let's be honest team, our business is very well funded by renewals off the back of relationships and hard work from the Sales team. I am literally staggered by the amount of money and goodwill being left on the table.

So ELT, are you actually reading this?

I challenge you to get involved. Put a specialist AE into an account, actually engage the customer, show some value and give them a reason to renew.

It's not rocket science. These are major customer relationships worth hundreds of thousands of dollars, not just another email to send out.

The lack of customer engagement, ownership and basic support is honestly a disgrace. We are damaging relationships that the Sales team has spent years building. Someone needs to take ownership of this. Post your stories below

#Customer #Feedback #Leadership #Sales

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I'm.no longer with OT..but that renewal app they use is like something from the 1970s. It was so much automated on the MF side..and they dumped it..they need to just junk all that

The Opentext renewals team are appalling, the MF side of the business has some business intelligence although mitigating churn is still a challenge.

@bp Don’t forget, all decisions come from the top and gets trickled down, at the end of the day the ELT and SLT are the ones giving the go ahead

@av They have always treated customers as su-kers to be fleeced. The 20% thing was one of the most surprising, and sh*tty, things I'd seen in a company. No appreciation for loyal customers, just hostage negotiations.

I mean yeah. I just had Renewals pass a broken renewal. But I didn't think Sales would have that much beef. Premium and Extended Support are its own issue, but if yall can do it, and it's better post reorg, godspeed.

As long as it's actually good AE/CEs and not immediately coming to the support teams. But Renewals may get additional push for automation - meaning if they're gone with no substitute there may be more bad renewals getting no QA.

Some of the renewals people are great. Most are not. Most send the renewal quote 89 days before the renewal so they can pull the "you have to give 90 days notice before cancelation" card. Industry average for on-prem APA is like 3-4%. Our renewals team sends 10% APA, 5% Prime Protect, and 5% extended support. Then the client has to ask for prime and extended to be removed. IF they even know they CAN remove it. At first glance, it looks like their renewal is 20% higher than last year. No wonder clients are canceling at record speed.

@ah At least there is a comedian here.

@OP agreed and confirmed 100%. Renewals are at 99% as our renewal team is doing an amazing job

Just yesterday in HQ I was knocked to the ground whole going into office by someone shouting "I've loads of renewals to do today as all our customers want to renew "

Thread regarding Open Text Corp. layoffs

Lets talk how cr-p the renewals team is...

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