And if the cloud incumbent really wants that customer to renew the subscription, and if that cloud vendor really wants to reap the financial rewards of keeping existing customers rather than constantly battling the churn for new ones, then that cloud vendor will—from the moment

And if the cloud incumbent really wants that customer to renew the subscription, and if that cloud vendor really wants to reap the financial rewards of keeping existing customers rather than constantly battling the churn for new ones, then that cloud vendor will—from the moment the deal is signed—do everything possible to ensure that the customer judges the experience to be a success on every level: