Protect and grow recurring revenue with a renewal system your board can read
A complete retention kit for heads of customer success, renewals managers and founders of subscription businesses: honest GRR and NRR, a health score you have tested, a 120-90-60-30 playbook, fair pricing and the renewal rules that differ by country.
- A 22-sheet Renewals and Retention Workbook: ARR bridge, GRR, NRR and logo churn, a 0-4 maturity self-assessment with a gap-to-action plan, renewal calendar with weighted health score, stakeholder map, risk and save log, churn log, expansion pipeline, notice log, RACI, roadmap, crosswalk and a six-chart dashboard
- A 8-sheet Business Case and Pricing Calculator: the cost of doing nothing, a low-case-first business case, a segmented-versus-flat uplift tester and save-play value
- Five fillable forms and seven Word documents, including a renewals policy, a customer advisory board pack, a sign-off memo, 41 messages and 28 AI prompts
- A 12-month roadmap calendar, a 36-task board, a 45-minute team briefing and a 14-question LMS-ready knowledge check
The Renewals, Churn and Expansion Kit · Bodhih Pro Kits · 326 by Bodhih Training, trainers to 2,000+ companies since 2008.
How do you reduce churn and grow recurring revenue?
Measure gross and net revenue retention from a monthly ARR bridge, put every renewal on a calendar with an owner and notice deadline, score health and act on risk at day 120, hold value reviews with the economic buyer, price renewals by policy and learn from every loss. The Renewals, Churn and Expansion Kit from Bodhih Training provides the files.
Want the full free guide first? Read How to Reduce Churn and Improve Net Revenue Retention.
You already feel the problem. Here is what it is costing you.
Nobody agrees what churn is
Finance, sales and customer success each have a number, and the board gets whichever arrived last. Without agreed definitions and a monthly ARR bridge, you cannot tell whether the leak is getting better or worse.
Renewals are found when invoices fail
Notice deadlines pass unnoticed, champions leave without a handover and risk shows up at the renewal meeting. By then the customer decided months ago.
Price rises cause the churn they were meant to offset
A flat uplift with a one-line email lands hardest on the customers already thinking of leaving. A policy segmented by health, explained in the customer's terms, keeps more money.
The rules differ by country and keep changing
Consumer subscription rules, US state notice laws for business contracts, EU cloud switching rules and anti-spam laws all touch renewals. Most teams do not know which apply to them.
Picture the next few weeks with the kit open beside you.
Imagine the Monday you open the Renewals and Retention Workbook for the first time. You type last year's ARR bridge, and the Retention metrics sheet gives you gross and net revenue retention on definitions your finance lead has agreed. For the first time, the number in the board pack will mean the same thing next quarter.
As you fill the Renewal calendar, notice how the next 120 days become a list of accounts with owners, notice deadlines and a health band. The Red accounts each get a save plan with a date, and the single-threaded ones get a second contact before the value review.
When the renewal batch comes round, you test a flat uplift against a segmented one in the calculator, explain the rise in the customer's own numbers and offer options. When a customer leaves, you code the reason honestly and take it to the quarterly churn review.
Whether you start with the Start-here map tonight or the Self-assessment with two colleagues this week, the first step is small and the file for it is already open.
23 files that do the work for you
The e-book shows you how. The tools make it happen. Here is exactly what you download.
The Renewals, Churn and Expansion Kit (e-book, PDF)
The guide: methods, worked examples, scripts and exercises
Start here: the renewals map
The whole job in twelve steps with the file for each, your first hour, your first week, the 12-month plan, a timeline of the renewal gates and the brand-it box.
Renewals and Retention Workbook
22-sheet master workbook: settings, maturity self-assessment (0-4), gap-to-action plan, ARR bridge, GRR and NRR metrics, renewal calendar with weighted health score, stakeholder map, risk and save log, churn log, expansion pipeline, value reviews, notice and evidence log, decision log, RACI, roadmap, crosswalk, official sources, What changed, glossary and a six-chart dashboard with traffic lights.
Retention Business Case and Pricing Calculator
8-sheet calculator: inputs, programme costs, a three-case business case (low case first) with the cost of doing nothing and break-even NRR, a segmented-vs-flat uplift tester, save-play value and a three-chart dashboard.
Renewal readiness review (day 120)
Two pages for the 120-day gate: account snapshot, five health factors, stakeholder coverage, value evidence, contract and notice terms, risks and the play you will run.
QBR and EBR planner and record
Plan a quarterly or executive business review the customer wants to attend, record the outcomes and value evidence, and capture expansion needs without turning it into a pitch.
At-risk account save plan
A two-page save plan for a Red account: signals and root cause, the play, executive escalation, concessions inside policy as give-gets, dated milestones and the outcome.
Renewal negotiation planner
Prepare a renewal negotiation: your limits and theirs, the uplift rationale, three options, a concession ladder of give-gets, approvals and the procurement map.
Churn exit interview and reason coding
A short exit interview guide and a coding page: one primary reason, controllability, early signals and the lesson, ready to copy into the Churn log.
Retention programme sign-off memo
A two-page leadership decision memo: where retention stands, the low, mid and high business case, the actions, risks and a sign-off table for the programme owner, CEO and finance lead.
Renewals and retention policy and procedure
A ten-section policy starter: definitions, ownership, the 120-90-60-30 procedure, uplift and discount approvals, notices, auto-renewal and fair cancellation handling, expansion hand-off, customer messages and data, churn learning and records.
Customer advisory board charter and pack
Charter, fair member selection, invitation email, a two-and-a-half-hour agenda, ground rules (including a competition-law caution), the 'you said, we did' update and measures.
Renewal and retention message library
41 ready-to-adapt messages across seven stages: the 120-to-0-day cadence, notices and cancellations, risk and save, multi-threading, negotiation, expansion, churn, win-back and the advisory board.
Worked example pack: Fernway Software
The kit's forms and sheets filled in for one fictional company: FY2026 retention numbers, the self-assessment, a Red account's readiness review and save plan, an EBR record, a negotiation planner, an exit interview, the uplift decision, a US notice and the business case.
AI prompt pack for renewals and expansion
28 tool-agnostic prompts across nine stages of the retention cycle, each with what to paste in and what to check, plus five human-review rules.
Team briefing session plan and answer key
A 45-minute session plan for customer success and renewals teams with timings, facilitator notes, an uplift-conversation practice and the printable answer key for the 14-question knowledge check.
Numbers that matter: the retention KPI card
Fourteen numbers a retention programme runs on: plain meaning, formula, where each lives in the workbook and what to do if it moves, plus how they connect.
Renewal playbook card: 120-90-60-30
The five renewal gates, an if-this-signal-then-this-play table for eight risk signals, and the health score on one line.
Renewal mistakes to avoid
Fourteen common mistakes with what to do instead, five checks before a renewal goes out and the urgency scale.
Renewal and cancellation rules by country (November 2026)
Dated orientation sheet for the US, Canada, the UK, the EU, Australia, New Zealand and India: auto-renewal, notices, cancellation, switching and outreach rules. Correct at November 2026; check the official source and your adviser.
12-month retention roadmap calendar
71 calendar events from your start date: roadmap milestones, weekly then fortnightly renewal reviews, monthly dashboards, quarterly churn reviews and rules checks, two re-scores and two team briefings. Import into Google Calendar, Outlook or Apple Calendar.
Retention task board (CSV import)
36 tasks across the five phases with owner role, due month, status and labels, ready to import into Trello, Asana, Notion, Planner, Monday or Jira.
Knowledge check (LMS-ready CSV)
14 scenario questions for the team briefing, in a seven-column CSV that imports into Bodhih LMS or any LMS (question, four options, correct letter, explanation).
Chapter by chapter
Each chapter opens with a real situation, gives you a method and ends with something to do today, using the tools in your kit.
- Format
- PDF e-book + XLSX + fillable PDF + DOCX + PDF cheat sheets + ICS + CSV
- Files
- 23 files plus a one-click ZIP
- E-book
- 70 pages
- Works with
- Excel, Google Sheets, Apple Numbers, LibreOffice, Word, Google Docs, Acrobat Reader, Google Calendar, Outlook, Apple Calendar, Trello, Asana, Notion, Planner, Jira, any LMS that imports CSV
- Best for
- Subscription and recurring-contract businesses with roughly 50 to 2,000 customers
The Numbers That Tell You the Truth: GRR, NRR and Churn
GRR, NRR and logo churn defined, built from a monthly ARR bridge, with a worked FY2026 example.
Your Baseline, the Business Case and the Plan
A 0-4 maturity self-assessment, gap-to-action plan, low-case-first business case, sign-off memo, RACI and roadmap.
The Renewal Calendar and the 120-90-60-30 Playbook
Every renewal dated and owned, notice deadlines found early, and five gates from day 120 to day 0.
Customer Health Scores and Risk Signals
A five-factor weighted health score, back-tested against real losses, and risk signals logged as events.
Value Reviews: QBRs and EBRs Worth Attending
QBRs and EBRs about the customer's outcomes, with evidence, honest problems and needs heard for later.
Multi-Threading and Save Plays
Stakeholder coverage, single-threading flags and seven save plays, with discounts as the last resort.
Renewal Negotiation and Price Uplift
A written uplift policy, a segmented-versus-flat uplift test, options, concession ladders and procurement.
Expansion and Cross-Sell Plays
Expansion plays from customer needs, a weighted pipeline, a health check before pitching and the sales hand-off.
Churn Reasons and the Customer Advisory Board
Exit interviews, one primary reason per loss, quarterly churn reviews and a fair customer advisory board.
Contracts, Auto-Renewal, Cancellation and Outreach Rules
Consumer, small-business and B2B renewal rules, EU switching, outreach rules, a notice log and fair exits.
Not just reading. Tools you will actually open again.
Start here
- 00-Start-Here-Renewals-Map.pdf: the whole job in twelve steps with the file for each, your first hour, your first week, the 12-month plan and the 'Brand it in five minutes' box
Workbooks
- Renewals-and-Retention-Workbook.xlsx: 22 sheets including Settings, Self-assessment (0-4), Top gaps, Action plan, ARR bridge, Retention metrics, Renewal calendar with health score, Stakeholder map, Risk and save log, Churn log, Expansion pipeline, Value reviews, Notice log, Decision log, RACI, Roadmap, Crosswalk, Official sources, What changed, Glossary and a dashboard with six charts and traffic lights
- Retention-Business-Case-and-Pricing-Calculator.xlsx: 8 sheets with inputs, costs, a three-case business case, a case summary, an uplift tester, save-play value and a dashboard
Fillable forms
- Renewal-Readiness-Review-120-Day.pdf
- QBR-EBR-Planner-and-Record.pdf
- At-Risk-Account-Save-Plan.pdf
- Renewal-Negotiation-Planner.pdf
- Churn-Exit-Interview-and-Reason-Coding.pdf
Word templates
- Retention-Programme-Sign-Off-Memo.docx
- Renewals-and-Retention-Policy-and-Procedure.docx
- Customer-Advisory-Board-Charter-and-Pack.docx
- Renewal-and-Retention-Message-Library.docx (41 messages and scripts)
- Worked-Example-Pack-Fernway-Software.docx
- AI-Prompt-Pack-for-Renewals-and-Expansion.docx (28 prompts with human-review rules)
- Team-Briefing-Session-Plan-and-Answer-Key.docx
Cheat sheets
- Numbers-That-Matter-Retention-KPI-Card.pdf
- Renewal-Playbook-120-90-60-30-Card.pdf
- Renewal-Mistakes-to-Avoid-Card.pdf
- Renewal-and-Cancellation-Rules-by-Country-November-2026.pdf (dated sheet)
Calendar and import
- 12-Month-Retention-Roadmap.ics (71 events)
- Renewals-Task-Board.csv (36 tasks)
- Renewals-Knowledge-Check.csv (14 questions, LMS-ready)
E-book
- The Renewals, Churn and Expansion Kit e-book: ten chapters, 24 figures and one worked case followed through a full year
When you have worked through it, you will be able to…
Every outcome is practised with a worked example and a tool, not just described.
- Calculate GRR, NRR and logo churn from a monthly ARR bridge on definitions finance agrees
- Score 14 retention practices 0-4 and turn the top gaps into a dated, owned plan
- Make a business case that shows the low case first and the break-even point
- Run every renewal through the 120-90-60-30 gates with notice deadlines found early
- Build and back-test a weighted health score and act on risk signals with save plays
- Plan renewal price uplifts by policy, test them on your own book and negotiate with give-gets
- Run expansion from customer needs with a weighted pipeline and a clean hand-off to sales
- Code every loss, run quarterly churn reviews and start a fair customer advisory board
Know your starting point. Prove your progress.
People who measure before and after improve faster and can show it. AssessAll, our sister assessment platform, has AI-graded assessments that pair with this kit. Take one now, work through the kit, then re-take it.
Customer Renewal and Account Risk Assessment for Customer Success and Account Management Teams
Take the assessment →AssessAll assessmentCustomer Success & Renewals: Situational Judgement
Take the assessment →AssessAll assessmentCustomer Success Leadership
Take the assessment →JobularySet goals you actually reach with the WOOP method (Jobulary)
Make it a growth plan →A taste of Chapter 1
Gross revenue retention (GRR) is the share of the recurring revenue you started the period with that you still have at the end, counting only losses: customers who left (churn) and customers who stayed but pay less (contraction). Expansion is ignored. GRR can never be above 100%. It answers the plainest question: are customers staying? Net revenue retention (NRR) starts the same way and then adds back expansion from the same customers: more seats, more modules, a higher tier, a new site. NRR can be above 100%, which means your existing customers grew faster than you lost them. American companies often call these gross and net dollar retention. Logo churn counts customers, not money: the number of customers lost in the period divided by the number you started with. A company can lose many small customers with little effect on GRR, or one large one with a big effect. Logo churn tells you which kind of leak you have.
The honest comparison
| Free templates and typical advice | This kit | |
|---|---|---|
| Metrics | A churn percentage with no stated definition | GRR, NRR and logo churn from a monthly ARR bridge, with written definitions and prior-year comparison |
| Health score | A vendor default or a gut feeling | Five weighted factors with evidence rules, a back-test method and risk signals logged as events |
| Renewal process | A reminder 30 days out | Five gates from day 120, notice deadlines in the calendar and a weekly review |
| Pricing | A flat uplift for everyone | A written policy, a segmented-versus-flat uplift tester and a concession ladder |
| Countries | One country's rules, undated | A crosswalk for the US, Canada, the UK, the EU, Australia and New Zealand with official sources, a notice log and a dated sheet |
| Versus customer success software | Dashboards and automation, at a subscription cost | The method, definitions, playbook and templates to run retention now, or to configure any tool you buy later; it does not replace a CRM or CS platform |
Made for you if…
- Heads of customer success and account management in subscription and SaaS businesses
- Renewals managers and customer success operations leads
- Founders and CEOs of companies with roughly 50 to 2,000 recurring-revenue customers
- Finance leads who report GRR and NRR to a board or investors
- Account managers in managed services, maintenance and other recurring contracts
- Customer success teams selling into the US, Canada, the UK, the EU, Australia and New Zealand
Probably not for you if…
- Anyone looking for legal advice on auto-renewal or cancellation law: the kit helps you organise the questions for your lawyer; it does not answer them
- Teams wanting a promise of a retention rate, revenue figure or negotiation outcome: the kit gives you the method and tools, not results
- Onboarding new customers: The Customer Onboarding and Success Playbook covers that job
- Consumer subscription businesses that need a full consumer-law compliance programme: the kit covers consumer rules only in outline
Built by trainers, tested in real rooms.
Bodhih Training has designed and delivered corporate programmes since 2008. Bodhih Pro Kits package what works in those workshops into a guide plus the exact tools we use, so you can apply it the same day without a facilitator in the room.
From here to using it in three steps
- STEP 1
Tap Get the kit
Name, email and country. UPI, card or netbanking in India; international cards everywhere else. No account to create.
- STEP 2
Download instantly
Your download page opens at once, with every file and a one-click ZIP. A permanent link lands in your inbox too.
- STEP 3
Open the first tool
Start with the quick-start chapter, then the main spreadsheet or planner. Most buyers use something from the kit the same day.
Know your retention numbers before the board asks
Open the Start-here map tonight and give yourself one hour with the workbook. Whether you begin with the ARR bridge or the renewal calendar, you will finish the hour knowing your GRR, your NRR and which renewals need you this week.
Personal licence for the buyer's own use, including use within your own business with your team. Please don't share or resell the files. Team and company licences: solutions@bodhih.com.
What buyers say
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The Renewals, Churn and Expansion Kit: FAQs
Read the free guideAlready bought? Resend my linkWhat is the difference between gross and net revenue retention?
Gross revenue retention counts only losses (churn and contraction) from the customers you started with, so it can never exceed 100%. Net revenue retention adds back expansion from the same customers and can exceed 100%. Report both: NRR can rise while GRR falls if a few accounts expand while others leave.
How do I build a customer health score?
Choose four to six factors you can score monthly, such as usage, breadth of adoption, relationship, sentiment and value evidence, weight them, and test the score against last year's losses before you trust it. The workbook scores five factors 1-5 and scales them to 0-100 with Green, Amber and Red bands you set.
When should a renewal process start?
For most business subscriptions, at least 120 days before the renewal date, and earlier if the customer's notice deadline falls before day 60. The kit's playbook runs five gates from day 120 to day 0, with a readiness review form for the first.
How much should I raise prices at renewal?
There is no single right figure. Write a policy, segment the rise by account health, explain it in the customer's terms and test it: the calculator compares a flat uplift with a segmented one on your own renewal book, using your estimate of extra churn.
Is the FTC click-to-cancel rule in force in 2026?
No. The FTC's 2024 amendments were vacated by a US appeals court in July 2025, and the FTC began a new rulemaking in March 2026. Federal ROSCA and many state laws still apply to consumer subscriptions. The kit's dated sheet gives the position at November 2026; check ftc.gov and your lawyer.
Do auto-renewal laws apply to B2B contracts?
Mostly consumer rules are stricter, but some apply to businesses: some US states have notice rules for business service contracts, Australia's new subscription rules reach small businesses on standard terms, and the EU Data Act covers switching for business cloud customers. The kit names them and gives you a notice log; your lawyer decides what applies.
Does it work in my country?
The method works anywhere. The crosswalk and dated sheet cover the US, Canada, the UK, the EU, Australia and New Zealand, with a note for India. Rules differ by state and province and change often, so check the official source and your adviser.
Can I use this with my team?
Yes, within your own business under the personal licence, including with your customer success, renewals, sales and finance colleagues. The briefing session plan and the LMS-ready knowledge check are built for that. Company and multi-site licences: solutions@bodhih.com.
Do I need customer success software to use it?
No. The workbook runs the whole programme in Excel or Google Sheets. If you already have a CRM or a customer success platform, use the kit's definitions, health factors and playbook to configure it.
Is this legal advice?
No. The kit is educational. Templates and notices are plain-words starting points for your lawyer to review, and nothing in it promises a retention rate, revenue or a negotiation outcome.
How can I measure my team's renewal judgement?
To measure your starting point, AssessAll offers the Customer Renewal and Account Risk Assessment, Customer Success and Renewals: Situational Judgement, and Customer Success Leadership at assessall.com.
How do I turn the retention plan into goals my team keeps?
Write each top gap as a goal with the obstacle you expect and your plan for it. Jobulary's guide to the WOOP method shows how to set professional goals you actually reach.
How much does The Renewals, Churn and Expansion Kit cost?
₹1,499 including 18% GST for buyers in India, or $39 for buyers outside India. One-time payment, no subscription, with an automatic invoice.
How do I get the files after paying?
Instantly. Your download page opens the moment payment succeeds, and a permanent download link is emailed to you. Download each file separately or everything in one ZIP.
What software do I need?
Any of the usual tools: Excel or Google Sheets for spreadsheets, Word or Google Docs for templates, Adobe Acrobat Reader, Preview, Xodo or GoodNotes for the fillable PDFs, and Google, Outlook or Apple Calendar for the calendar plan.
Can I get a refund?
Because it is a digital download, kits are not refundable once downloaded. We always refund a duplicate charge or a failed delivery, and if a file is corrupted and we cannot fix it within 3 working days. Full terms: bodhih.org/refunds.
Can my company buy this for a team?
Yes. Team and company licences, and workshops on this topic run by Bodhih Training, are available. Write to solutions@bodhih.com or call +91 99000 11601.
