Customer value

The average number of invoices issued per customer contract, reflecting contract length and billing frequency.

The average number of units, seats, or items included on each invoice.

The average price charged per unit, seat, or item sold.

Onboard new customers with structured flows that set clear expectations, deliver early wins, and establish the patterns that drive long-term retention and expansion.

Retain customers longer by identifying at-risk accounts early, addressing concerns proactively, and continuously demonstrating value that prevents churn before it happens.

Expand account value through systematic identification of upsell opportunities, properly timed offers, and clear presentations of additional value customers actually want.

Increase prices without losing customers by communicating value clearly, segmenting appropriately, and timing increases to minimise churn whilst improving margins.

Run tests across all growth engines using proper hypothesis formation, test design, and statistical significance. Build learning loops that compound improvements over time.

Identify repetitive tasks draining time and build workflows that run without you. Use HubSpot and Zapier to automate lead routing, follow-ups, notifications, and data entry.

The Pumpkin Plan

Mike Michalowicz

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A simple system for selective growth. Identify winners, cut distractors and nurture the right segments.

$100M Offers

Alex Hormozi

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A practical guide to shaping offers that convert. Translate ideas into pricing, guarantees and copy you can test this quarter with real customers.

Managing The Professional Service Firm

David H. Maister

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A classic on leading expert teams. Balance sales, delivery and culture with numbers that keep the firm strong.

Survey customers about satisfaction with specific interactions or products to catch problems early and identify what drives positive experiences worth replicating.

The average price charged per unit, seat, or item sold.

Follow structured selling frameworks that provide consistent processes for qualifying, demonstrating value, and advancing opportunities through each pipeline stage.

Collect specific customer quotes about results achieved to provide social proof that overcomes scepticism more effectively than marketing claims buyers discount.

Create single-page summaries of solutions or case studies that busy decision-makers can quickly scan to understand value without reading long documents.

Arm sales reps with competitive intelligence on one-page sheets covering competitor strengths, weaknesses, and effective counter-positioning for common objections.

Combine usage, engagement, and satisfaction signals into one metric that predicts churn risk so customer success teams prioritise accounts needing intervention.

Provide formal pricing for requested solutions to move qualified prospects toward purchase decisions with clear costs and terms they can review and approve.

Design presentation slides that guide discovery and demo conversations whilst reinforcing key messages visually so prospects retain information after meetings end.

Proactively help customers achieve desired outcomes to drive retention and expansion by ensuring they extract maximum value from your solution.

The average number of units, seats, or items included on each invoice.

Track how customers interact with your product to identify power users, detect at-risk accounts, and guide feature development toward actually valuable capabilities.

Calculate the total revenue a customer relationship generates over its entire duration to guide acquisition spending and retention priorities.

Determine how to charge for products and communicate value to maximise willingness to pay whilst remaining competitive and supporting desired positioning.

Calculate what percentage of customers renew subscriptions to measure product-market fit and customer success effectiveness at delivering ongoing value.

Measure customer loyalty by asking how likely they'd recommend you to gauge satisfaction and identify promoters who drive referrals versus detractors risking churn.

The average number of invoices issued per customer contract, reflecting contract length and billing frequency.