Too many renewal conversations end with a discount that nobody planned for and nobody got anything in return for. In this session, see how the best CS leaders walk into every renewal knowing two numbers: their BATNA (Best Alternative to a Negotiated Agreement) and their MBL (Minimum Bottom Line). You’ll learn how to treat every concession as a trade, how to put a real price on the customer’s “alternative” (including the increasingly common claim that they’ll simply build a replacement with AI), and how to hold your line while keeping the relationship collaborative. Dannah will also show how to build this discipline into your CRM, so strong commercial outcomes don’t depend on any one person in the room. Key takeaways: - Why BATNA gives you confidence and MBL gives you discipline, and how the two work together - How to turn discounts into conditional trades (“If you commit to two years, then I can...”) - How to cost out a customer’s alternative, including the “we’ll build it ourselves with AI” objection - How to set and agree your MBL in advance with Sales and Finance - Calibrated questions that hold the line without damaging the relationship - How to embed BATNA and MBL fields, stage gates and alerts in HubSpot or Salesforce