hello everyone we're back with another video to give you all the information needed to become a successful partner this time we'll be talking about two post sales management that is the management of your existing customers efficiently managing your existing customer base will enable your company to thrive in the long run this by generating more revenue and increasing loyalty on a daily basis we'll be talking about follow ups upsells and the retention rates first of all let's tackle the follow ups we undertake regular follow-ups both with a partner and the end user through these follow ups
we create long lasting business relationships with each party so preventing conflicts and detecting business opportunities we're also here to help resolve conflicts by doing so we collect useful information from end users on a product level and with regards to potential upsell opportunities it builds trust as a long-term business relationship is created the time between follow ups can depend it depends on project phases during implementation or migration follow-ups are more frequent we always make sure the partner is in the loop and stay in such accordingly with regards to upsells the customer has 30 days to test
the applications and order additional users after that the database will be blocked automatically a quotation is generated when the customer requests an update of his database and of course the partner may be requested to help it's very important to be proactive on this subject our teams will contact you to discuss the project status and detect the next useful applications or potential migration projects ever heavy after having discussed this together with you we can offer the customer a demonstration on certain new applications versions or features in general this is always on a standard I will do
its of course always a goal to give the partner up-to-date our aim is to build up a transparent and open a relationship with you so we might have useful information but it's also the other way around we're always looking to share knowledge we have sharing this type of information I'm making sure all parties are updated about the project status will ultimately reduce the risk of churn and trigger upsell opportunities these opportunities are depicted by enlargement of the scope by adding more users applications or a newer version result wise enlarging the scope and/or migrating leads to
more services required and thus delivered by the partner the customer who will need extra applications and users on his Enterprise subscription resulting in extra commission for the partner lastly by using extra modules and increasing adoption rates increasing loyalty and stabilizing your business Oda becomes the building block of the business let's discuss the retention rate this is one of the KPIs that our general account managers use under quarterly businesses it is solely applicable for silver partners and gold partners with a minimum of respectively 70% and 80% quick recap the retention rate is the number of active
contracts divided by the sum of the number of active contracts and contracts closed in the past 12 months however there are of course some exceptions Meath in some cases the partner has little or nothing to do with the churn let's say a customer does not have the financial means and as such has to close his business we have curse take into account that the partner has had little influence over this consequently a high retention rate can be achieved through regular follow-ups and upsells maintaining this retention rate is a consequence of having a close relationship with
your sales representative and finally our mission is to have satisfied customers on both partner and product level thank you very much for joining me today
