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How Salesforce Drives and Scales Renewals
Learn directly from Salesforce renewals leaders about automating and scaling the renewals process. Discover how Salesforce uses Salesforce to streamline renewals and drive customer retention.
Important: This session is first come, first seated. You do not have a reserved seat.

, Director, Renewal & Success Sales StratOps, Salesforce

, EVP Global Renewals, Salesforce

, Sr. Manager, Global Renewals Strategy & Operations, Salesforce

Role: Operations, Purchasing and Procurement
Product: Agentforce Marketing, Agentforce Sales
Topic: Salesforce on Salesforce
Session Level: Beginner
Session Type: Breakout
  • Wednesday, Sep 189:45 AM - 10:30 AM PDT
    (4:45 PM - 5:30 PM GMT)
    Metreon AMC, L3, Theater 11
Session Summary by Einstein: The session provided a comprehensive overview of Salesforce's approach to customer renewals at Scale, which is pivotal to the company's success. To run our Renewals business, Salesforce leverages its own technologies, including Sales Cloud, Marketing Cloud, and Slack, as well as MuleSoft and Heroku, to scale operations efficiently. The team highlighted the use of AI, including Einstein Copilot, to analyze customer success and forecast renewals. An emphasis was placed on the Customer Success score, which serves as a benchmark for customer value and guides engagement strategies. The session also unveiled the integration of Marketing Cloud with Sales Cloud, enabling a seamless digital journey for customers and saving significant operational time for renewal managers.
Key Takeaways by Einstein:

• Salesforce's renewals strategy is deeply integrated with its own suite of products, providing a real-world demonstration of the platform's capabilities in managing complex customer lifecycles.

• The use of AI and predictive analytics is central to Salesforce's renewals process, ensuring personalized engagement and proactive risk assessment for customer retention.

• The digital journey via Marketing Cloud has been a transformative approach, allowing customers to self-serve and interact with their renewals, which has saved the Salesforce team approximately 50,000 hours annually.

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Salesforce Developer, IBM