Does this sound familiar?
Why it happens
Most companies invest heavily in winning new customers, but far less in managing the relationships and revenue that follow. Once a deal is signed, visibility often drops. Account ownership becomes unclear, renewals are handled reactively, and opportunities to grow existing accounts go unnoticed.
Customer retention and expansion are not just customer service responsibilities. They're fundamental to sustainable revenue growth and profitability. Keeping and growing existing customers improves customer lifetime value and reduces the pressure to constantly acquire new business.
That requires the same discipline as new business: clear accountability, structured renewal and expansion processes, early visibility into customer risks and opportunities, and reporting that helps leadership act before revenue is lost.
What I build and fix
Processes
- Onboarding and account ownership
- Customer health and churn signals that mean something
- Renewal and expansion processes
- Churn analysis and win-back
CRM and support setup
- CRM setup for account management and customer success: account hierarchies, ownership, renewal and expansion pipelines
- Health scores and churn-risk alerts in the CRM
- Support operations connected to customer success, product and revenue: ticketing, SLAs and escalation paths
Reporting
- Renewal and expansion forecasting
- NRR, GRR, churn and expansion reporting
- Dashboards for CS and AM leads, leadership and the board
What you walk away with
A customer base you can see and steer: clear ownership, renewal and expansion pipelines in your CRM, health signals your teams act on, and retention numbers leadership trusts.