Revenue & Customer Success Suite

• Risk discovered at renewal date

  Renewal risk is discovered when the renewal is due, not while adoption is slipping.

• Subscriptions apart from the customer

  Subscription, licence and usage data sit apart from the customer record.

• Feedback with no follow-up

  Feedback is collected, but nobody closes the loop with the customer.

• Two answers to 'what do I owe?'

  Commercial billing views disagree with the authoritative invoice in ERP.

• Usage disputes by email

  Usage disputes are handled in inboxes without a record.

1. Subscriptions & Licensing

   Hold what each customer is entitled to use, under the commercial model they bought.

   New capability in the Suite structure.

   Show coverage, decisions, records and exceptions

   What it covers

   • Subscription, perpetual, usage-based and trial models
   • Licence lifecycle

   Who decides

   Revenue operations defines commercial models. Account owners manage changes with the customer.

   Records

   • Subscription
   • Licence entitlements and their changes

   Exceptions

   • Licence use above entitlement is flagged to the account owner.

2. Billing & Payments

   Give customer-facing teams the billing context they need to answer the customer.

   New capability in the Suite structure.

   Authoritative invoicing, tax, payments, accounting and reconciliation stay in iShield One.

   Show coverage, decisions, records and exceptions

   What it covers

   • Billing inquiries and status on the customer record
   • Billing disputes with their history
   • Payment-status context for service and success teams

   Who decides

   Billing operations owns disputes with the customer. Finance in iShield One owns the authoritative invoice.

   Authoritative invoicing, tax, payments, accounting and reconciliation stay in iShield One.

   Records

   • Billing inquiry
   • Dispute record

   Exceptions

   • A failed payment is followed up under the dunning rules agreed with iShield One finance.

3. Usage Metering

   Capture and rate usage against the subscription, with a record when it is disputed.

   New capability in the Suite structure.

   Show coverage, decisions, records and exceptions

   What it covers

   • Usage capture
   • Rating
   • Dispute support

   Who decides

   Revenue operations owns rating rules. Disputes are decided by billing operations with the account owner.

   Records

   • Rated usage
   • Usage dispute

   Exceptions

   • Disputed usage opens a dispute record instead of an email thread.

4. Customer Success

   See account health early and act before renewal.

   Customer Success & Renewals · Revenue Operations (Renewals, Expansion)

   Show coverage, decisions, records and exceptions

   What it covers

   • Health scores
   • Onboarding plans
   • Renewal and churn-risk views
   • Upsell signals

   Who decides

   The customer success manager owns the plan. The account owner owns the renewal.

   Records

   • Health score with contributing signals
   • Success plan
   • Renewal opportunity

   Exceptions

   • A health drop starts a success playbook.

5. Feedback & NPS

   Ask customers how it is going, and close the loop when they tell you.

   Listening (Surveys, NPS, Reviews)

   Show coverage, decisions, records and exceptions

   What it covers

   • CSAT and NPS surveys
   • Sentiment
   • Closed-loop follow-up

   Who decides

   The customer success leader owns the programme. Account owners close the loop with detractors.

   Records

   • Survey responses
   • Follow-up tasks and their outcome

   Exceptions

   • A detractor response creates a follow-up task; a complaint becomes a case in the Service Suite.

• 

  The Revenue & Customer Success Suite owns

  Subscriptions, licence entitlements, rated usage, customer-facing billing inquiries and disputes, health, feedback and renewal decisions.

• Explore iShield One

  Owns

  iShield One remains the appropriate ERP context for authoritative financial and operational accounting processes where integrated — invoicing, tax, payments, accounting and reconciliation.

• Explore iShield Link

  Owns

  Usage feeds from customer systems arrive through iShield Link where implemented and configured.

These boundaries describe how responsibilities are intended to divide between the platforms. Integration depth depends on how they are implemented and configured.

1. 1

   Commitment

   What did the customer buy?

   • Subscriptions & Licensing

   Accountable: Revenue operations

2. 2

   Adoption

   Are they getting value from it?

   • Customer Success
   • Usage Metering

   Accountable: Customer success manager

3. 3

   Signals

   What are usage, health and feedback telling us?

   • Usage Metering
   • Feedback & NPS
   • Customer Success

   Accountable: Customer success leader

4. 4

   Commercial

   What do they owe, and will they renew?

   • Billing & Payments
   • Customer Success

   Accountable: Billing operations · account owner

“Signals inform; the account owner decides; finance owns the invoice.”

AI and automation, by mode

• Rules and automation

  Configured rules owned by revenue operations.

  • — Rating rules for usage
  • — Renewal reminders
  • — Survey triggers

• AI assistance

  Indicators a person weighs before acting.

  • — Churn-risk indicators (Predictive AI)
  • — Upsell signals
  • — Sentiment on feedback

• Not offered

  Decisions that stay with people.

  • — Deciding a renewal
  • — Resolving a billing dispute
  • — Issuing an invoice

The seven iShield Connect Suites

• 01Sales SuiteTurn opportunities into lasting customer relationships.
• 02Service SuiteMake every service interaction count.
• 03Marketing SuiteConnect demand generation with commercial outcomes.
• 04 · You are hereRevenue & Customer Success Suite
• 05Partner SuiteExtend customer engagement through your ecosystem.
• 06Intelligence SuiteTurn customer information into actionable insight.
• 07Trust & Governance SuiteMake trust part of the customer operating model.
• iShield Connect overviewAll Suites and capabilities