Imagine you’re in an agency leadership team meeting discussing how to better manage client cancellations, renewals, and upgrades. The challenge your team is running into is that you’re never sure what the client is planning to do until the last minute. This is causing the sales team to scramble to find another sale, work to fill gaps in service team capacity, and making it nearly impossible to accurately forecast future cash flow. Which would be the BEST suggestion to help solve this challenge?

Implementing a likelihood of renewal scoring system is the best solution because it provides a proactive, data-driven approach to predict client behavior. Scoring clients two months prior to renewal allows the agency to anticipate cancellations, renewals, and upgrades, enabling the creation of tailored service playbooks. This foresight helps the sales team prepare, optimizes service team capacity, and improves cash flow forecasting. Scheduling an in-person workshop is a good relationship-building tactic but doesn't provide a systematic way to predict renewal likelihood across all clients. A grading system based on original goals is too narrow; client satisfaction and renewal intent involve more than just goal progress, and assuming cancellation based solely on a low grade is reactive and potentially inaccurate.