• Services

Churn is an enterprise-wide problem. Customer Success teams can typically impact churn between 20% and 30%–but the rest must be addressed in product management, product development, sales and marketing, customer support, and even company strategy, accounting and finance.

To make breakthrough improvements, you must take a holistic approach.

We help cloud computing companies:

• Understand enterprise-wide, cause-and-effect relationships between key processes and churn
• Quantify and financially justify improvements that impact financial performance (e.g. CLTV, EBITDA, company valuation)
• Target the highest payback opportunities
• Successfully lead cross-functional improvement initiatives

As a result, Software-as-a-Service (SaaS) companies, mobile app developers, and Managed Service Providers (MSPs) can save millions of dollars by achieving world-class, annualized retention levels of 94%-96%. And that doesn’t count the revenue boost from increased up-selling, cross-selling, and referral selling.

We can help.

Whether you must address specific pain points or develop a comprehensive strategy to increase loyalty, our proven services deliver results:

• Assessment: observe processes, interview customers and employees, “mystery” shop, analyze and present findings and best-in-class recommendations along with the ROI that comes from them
• Financial modeling: analyze causes, uncover hidden costs, and perform “what if” analysis to target high-payoff opportunities
• Facilitation: lead managers and employees through proven practices
• Training: increase Customer Success Manager and Account Manager knowledge and skills
• Project Management: plan and execute improvement projects, large and small
• Statistical Analysis: collect and analyze data to find specific cause-and-effect relationships