There can be many roles involved in a renewal decision. Some have influence, some are responsible for the business outcome your solution provides, some decide, and some are given the responsibility of buying but may not have direct operational engagement with the solution so will look to the wider group when there is a renewal decision.
In calculating the overall Relationship RAG, the assumption is that roles have relative influence. It would likely take more users to promote in a renewal decision, than an executive sponsor, for example. The counter to that is a single executive sponsor may override a number of users but if there are many users that would promote, they would likely override a single executive sponsor.
| Role | Renewal Impact | Note | Relative Influence | DPP | | --- | --- | --- | --- | --- | | User | Low | Individual users are unlikely to influence the renewal decision though a large group with a propensity to recommend or not could be significant. | 0.5 | AAG | | Influencer | Medium | Indirectly involved in the renewal decision and will likely to be consulted. | 1.0 | RAG | | Champion Users | Medium | Users involved in promoting, rolling-out, and training for your solution inside your customers business will have an impact on the renewal decision | 1.0 | RAG | | Executive Sponsor | High | Owns the outcome for the business so the solution is important to them though they may have less day-to-day knowledge of the application. | 2.0 | RAG | | Economic Buyer | High | Responsibility for the purchasing decision. May be the same person as the Executive Sponsor, or more senior, or a procurement professional. | 2.0 | RAG |
Net promoter categories are used because it is a model that assesses intent or propensity, usually to recommend. Here the propensity refers to your solution at the point of a renewal event.
| Detractors | Would prefer not to renew. Either because they don’t support the solution, prefer an alternative or there is a dispute. |
|---|---|
| Passives | Would be inclined to the status quo i.e. renewal but would not make a strong case either to promote or detract |
| Promoters | Would actively advocate of your solution during a renewal discussion |
The overall Relationship RAG status is determined as:
Red
Amber
Green