Service Offerings
Program Advisory
Services focused at the leadership and cross-organizational levels.
360 Program Maturity Assessment
An initial assessment of your current CS strategy and program to prioritize areas for focus and improvement.
Acquisition Due Diligence
A pre-purchase examination to determine where opportunities for future value creation exist.
Voice of Customer Program
Assess and/or develop customer feedback processes to foster continuous improvement.
Go-to-Market Design
Services focused upon how the end-to-end organization is designed to engage with the customer
Customer Segmentation & Archetype Design
Identify variances across the customer base to intentionally distinguish the customer experience and cost to serve.
Customer Journey Mapping
Collaborative design sessions to define the ultimate, repeatable, cost-effective, customer experience.
Digital / Scale Strategy Development
Leverage technology to build customer experiences that will economically scale with your business growth.
Service Portfolio Design
Design repeatable, cost-effective, value-added services that enhance the customer experience.
Organization Design
Services focused on the structure, skill, and performance of your people.
Organizational Modeling and Role Design
Define the roles and responsibilities of the customer-facing people in your organization.
Incentive Plan Design
Define the compensation models for customer-facing roles and ensure alignment to organizational objectives.
Leadership Assessment & Search
Examine the performance and capabilities of key roles and assist in securing new talent as needed.
Executive Coaching
1:1 advisory sessions to elevate performance in key roles.
Financial Analysis
Services focused on optimizing the financial aspects of achieving customer success.
Financial Investment Analysis
Assess GTM and Customer Success programs from a cost-effectiveness and return on investment perspective
Workforce Planning
Analyze current resource investment relative to future business demand.
Services Monetization Strategy
Identify opportunities to offer premium services to improve margins and the customer experience.