Lesson 08 · Renewal & people
Make renewal a service decision
A renewal is a good time to ask whether the customer is receiving the result it wanted. Look at actual use, quality, correction effort, incidents and feedback. Low use might reflect a training gap, a design problem or a process that no longer matters. Find out which one applies before you prescribe another demonstration or a discount.
The partner needs an operating business too. Review supplier charges, support, evaluation, changes and the people needed after renewal. Keep capacity for exceptions instead of selling every available hour. A larger contract can make the service harder to deliver if the specialist is already committed elsewhere. Payment timing belongs in the review as well as contribution.
Choose a next step supported by the evidence. You may renew, narrow the scope, improve one workflow, expand into another team or exit responsibly. Agree what each side will do, who accepts the improvement and when you will review it. Give people time to learn from the work. Reporting bad news early helps the team make a decision while there are still options.
Check your reasoning.
Choose one answer for each question. You can retry; the explanation is part of the lesson.
Open the answer key
1. Find out why and connect usage with the customer’s intended result.
You need to distinguish a training gap from a design fault or a changed requirement. The evidence should shape the offer.
2. Three, subject to the right specialist being available.
(240 − 80 − 40) ÷ 40 = 3. Capacity by itself does not establish skill availability or permit selling the reserve twice.