Proactively help customers achieve desired outcomes to drive retention and expansion by ensuring they extract maximum value from your solution.
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Acquiring customers is expensive. Keeping them is where margins improve. What would happen if none of your customers left? Build feedback loops, long-term relationships, retention programmes that reduce churn, and upsell frameworks that grow account value without being pushy.
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.
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.
Map the first 30-90 days to deliver quick wins, set expectations, and prove value before customers question their decision to buy from you.
Create clear progression from entry tier to premium offering so customers see the natural next step as they grow and need more value.
Track how customers interact with your product to identify power users, detect at-risk accounts, and guide feature development toward actually valuable capabilities.
Measure customer loyalty by asking how likely they'd recommend you to gauge satisfaction and identify promoters who drive referrals versus detractors risking churn.
Design presentation slides that guide discovery and demo conversations whilst reinforcing key messages visually so prospects retain information after meetings end.
Collect specific customer quotes about results achieved to provide social proof that overcomes scepticism more effectively than marketing claims buyers discount.
Provide formal pricing for requested solutions to move qualified prospects toward purchase decisions with clear costs and terms they can review and approve.
The average number of units, seats, or items included on each invoice.
The average price charged per unit, seat, or item sold.
Determine how to charge for products and communicate value to maximise willingness to pay whilst remaining competitive and supporting desired positioning.
Arm sales reps with competitive intelligence on one-page sheets covering competitor strengths, weaknesses, and effective counter-positioning for common objections.
The average number of invoices issued per customer contract, reflecting contract length and billing frequency.
Proactively help customers achieve desired outcomes to drive retention and expansion by ensuring they extract maximum value from your solution.
Combine usage, engagement, and satisfaction signals into one metric that predicts churn risk so customer success teams prioritise accounts needing intervention.
Survey customers about satisfaction with specific interactions or products to catch problems early and identify what drives positive experiences worth replicating.
Calculate the total revenue a customer relationship generates over its entire duration to guide acquisition spending and retention priorities.
Calculate what percentage of customers renew subscriptions to measure product-market fit and customer success effectiveness at delivering ongoing value.
Create single-page summaries of solutions or case studies that busy decision-makers can quickly scan to understand value without reading long documents.
Follow structured selling frameworks that provide consistent processes for qualifying, demonstrating value, and advancing opportunities through each pipeline stage.
