Our services evolved from the Predictive Customer Behavior Index™ – a set of 175 standards battle-tested in the real world to deliver exceptional customer retention and expansion. Backed by an impressive track record of delivering tangible results across a wide range of industries at companies of all sizes, our approach is not just a consultancy—it’s a proven strategy for success. The standards are indexed to the size and growth trajectory of your SaaS or Subscription based company. This means they are flexible enough to deliver the outcomes you need today, while providing the data you’ll need to shape your tomorrow. We are so confident in the results, we’ll provide you an unconditional guarantee on all of our services. You are thrilled with the results, or you don’t pay – it’s really that simple.
Leadership Coaching and Mentoring
The 90 day Customer Success plan:
Empower your Customer Success (CS) leadership through our comprehensive mentoring, development, and training program. Shape leaders to meet your current demands for data and operational execution and evolve them seamlessly to scale into the leaders you’ll need tomorrow.
Origin:
The 90 day Customer Success plan was reverse engineered from the dozens of Predictive Customer behavior Index™ assessments we’ve done over the last 5 years. We kept seeing the same problems across different types of businesses from large public companies to 8 person start ups. Customer retention leaders were so overwhelmed with helping customers, managing employees and wearing different hats for the company, they didn’t have time to implement the processes that would scale. Data is ALWAYS missing, limiting the ability drive better Customer Retention and Customer Upsells /Expansion at scale.
Problem we solve:
No one at your company has the time to develop these leaders to produce the business outcomes you need today or the data and reporting you’ll need to shape tomorrow. This is literally why 75% of New customer success leaders lost their jobs from 2021 through 2022. They weren’t able to get past the tactical day to day demands and scale with their company:
The Predictive Customer Behavior Index™ assessment
Unlock hidden ARR growth potential with our proven model, the Predictive Customer Behavior Index™ assessment. Tailored for SaaS and Subscription businesses, we pinpoint retention gaps and missed upsell/ expansion opportunities. Beyond just providing insights, we collaborate hands-on with your team to roll up our sleeves and implement our recommendations. No textbook theories, or fancy acronyms—just actionable results and business ourcomes that GUARANTEE success. There is literally no risk. You are either thrilled with what we do, or we’ll refund you money – it’s literally that simple. I would never charge a customer for something that didn’t work.
Predictive Customer Behavior Infrastructure
Predictive Customer Behavior Infrastructure. The CS leader can’t do it all and in todays business environment there are no extra resources in Customer Success just sitting around to help. We help our customers focus on what matters most, their customers. Our comprehensive approach to implementing the recommendations we make ensures the perfect fit within your current technology stack and achieve the expected business outcomes. Unlike other companies, we won’t leave you with ideas and concepts you don’t have time to execute. Your team will be up and running with implemented processes that are achieving the results you expect.
Interim Custmer Success Leadership
The Head of Customer Success often has two jobs (at least)
- Ensure day to day customer objectives are met by the organization.
- Create or update the infrastructure to achieve your customer goals today and enable the capabilities needed to meet future objectives as you grow.
You don’t need a full time employee to do this second job, but in today’s fast paced organizations, priority is put on the Customer and the critical infrastructure takes a back seat. Then you’re behind the curve and it’s almost impossible to catch up. Our Interim Customer Success Leadership program allows you to purchase the level you need. Do you need interim leadership, or someone to develop the existing infrastructure while your current leader works with customers? Perhaps it’s the other way around. In either case, we can provide you the help you need to enhance your Customer Success capabilities as your company grows.