Get Started
8 min read

Contracts and the Customer Journey

Featured Image

This week I spent many hours working on the customer journey.  Not ours. Our clients’  journey with their customers

A perhaps surprising service that we offer, that very few lawyers provide, is working with our clients to understand and streamline their customer journey.  


Because you can have the best contracts in the world, but they’re only useful if you know how to use them and what the customer journey is...The customer journey, usually the province of the marketing or sales team, can become slow and laborious unless everyone is informed about what contract to use and when to use it. 

I’ve spent more than 12 years working with Microsoft Partners and I now know exactly where the problems arise that can slow down the sale process I’ve watched and I’ve listened to themand learned this: 

  • Communication can be poor about what contracts to use, and when.
  • Internal teams often don’t know what to shareor when. They may not even where the latest version of a contract is stored.  
  • Sometimes, even the people at the top may be embarrassed to admit that they’re not sure what the process is. 
  • Staff turnover can lead to gaps in knowledge.
  • Often, nobody has reviewed the process. The starting point is to agree a plan, streamline it, and document it so that everyone is on board.

Which is why this week met with the entire customer team at one of our clients. Before meeting with them, I’d spent time working with their Senior Leadership Team to learn about their customer journeyso that I could explain what each agreement in that journey does and help to establish a process for using them.  

In these sessions, I always ask: 

  • What do you do when you engage a new customer? 
  • Do you have a Non-Disclosure Agreement (NDA) ready to go(This is the best way to kickstart the journey, making your business look professional and starting the relationship off on the right foot.) 
  • After the NDA is signedyou probably know who will send the proposal and which of your services you will market to your potential customer, but do you know who will send them your Terms & Conditions (T&Cs), and when?  
  • How do you communicate within the business if a particular customer has a variation of the T&Cs or if you have to review them? The whole supply chain will need to be informed – from the accounts team to the delivery team – so how do you handle those communications? 
  • How do you manage auto-renewal? (You want to keep your customers locked-in) 
  • How do you handle termination of the contracts? 

We have practical solutions at every stage of the journey. For example, you can save time for both sides by linking to the T&Cs in the Statement of Work (SOW) or an order form but the customer journey should be clearly set up with clear processes to follow- we do this daily with our clients!  

In a competitive marketplace, getting the customer journey slick and streamlined is one way to really set yourself apart and add value to your business. It will also save you time and speed up the sales cycle. 

Let me know if you need our help!


Don’t let your contracts get the better of you. Let the Law 365 team help you grow your business with less risk.

What makes us different?

We’re the only law firm in the world who specialises solely in the legal needs of Microsoft Partners like you.

  • We offer our legal services as a monthly subscription – allowing you to easily budget for your legal costs for the year. No surprises.
  • We are your ‘in-house’ Microsoft legal team. We can speak your language and won’t bog you down in legal jargon.
  • We’ll work at your speed to help you achieve your goals. We won’t slow you down, especially when getting deals over the line.

We’d love to talk so call us on 01892 313 943, or drop us a note at

Also, make sure you follow us on LinkedIn to be kept up to date with useful legal information for Microsoft Partners.  Our Microsoft technology lawyers are here to help

Law 365 – The Award-Winning Microsoft Partner Law Firm.

Fancy a natter about legal matters?

Are legal worries getting you down? Let the Law 365 team help you grow your business with less risk.

What makes us different?

  • We only work for Microsoft Partners, just like you.
  • We offer our services as a monthly subscription – so you can budget your legal costs for the year. No surprises.
  • We’re your  'in-house’ legal team, but we won’t bog you down in legal jargon.
  • We’ll work at your pace to get deals over the line. Fast.

Call us on 01892 313 943 or drop us a note at

Law 365 – The Award-Winning Microsoft Partner Law Firm

Enjoyed this article?

Read some of our other Insights.

6 min read

10 reasons to work for Law 365

1. Be part of a successful team! We quadrupled in size in 2020 and are planning to continue that growth in 2021. In the...
6 min read

Law 365 is a Great Place to Work!

Law 365 are proud to have become a certified Great Place to Work in 2021 and we are celebrating our success. We scored...
4 min read

The 7 most frequently asked interview questions at Law 365

We've hired over a dozen new employees this year and noticed that a lot of the same questions seem to pop up. So here...
6 min read

Working at Law 365: Jonathan's Story

Our most recent hire, Jonathan Sklar, describes how Law 365 is helping him develop as a newly qualified solicitor. When...
7 min read

Working at Law 365: Elizabeth's story

Our Associate, Elizabeth Tozzi, explains what attracted her to Law 365 and why she’s loving it so far – gaining...
6 min read

A day in the life of an Associate at Law 365

Our office in Tunbridge Wells is on the Common, close to beautiful green spaces, 5 minutes walk from the station, and...
Discover more insights