Our Consulting Services
Initial Churn Audit
A rapid initial audit will provide a strong understanding of what is driving churn. The audit consists of both quantitative and qualitative diagnostics. We tailor the audit to your specific needs.
Continuous Customer Interviews
Interview customers to understand the drivers of churn from the customer’s POV. Includes interviews of new customers, mid-lifecycle customers and recently churned customers.
Customer Segmentation Analysis
Determine the lifetime value, retention rates and expansion rates for customer definable customer segments to determine which customer types we are acquiring (and which are preferable).
Competitive Analysis
Determine areas where competition might be driving churn and where you have opportunities to improve your value proposition to reduce churn.
Journey Stage Funnel Analysis
Determine at stage of the customer journey (e.g., onboarding) at which the client is not progressing to the next stage. This analysis also reviews the success of the expansion stages (for example, upsell).
Customer Journey Mapping
Map out the entire customer journey (sales, service and product interactions to identify opportunities to reduce friction and increase motivation for clients to take desired actions.
Churn Benchmarking Analysis
Understand where you stand vs. churn benchmarks and whether you have an opportunity to increase Net Renewal Rate through expansion.
Go-To-Market Playbooks
Churn may be caused by Go-To-Market practices or a weak value propostion. We work with you to customize the appropriate playbooks to address churn in your business.
Target Better Ideal Customer Profile (ICP)
Define a better ICP with less churn and higher lifetime value. Modify current inbound and outbound GTM to acquire more of these customers.
Differentiate from the Competition
Improve differentation from the competion by telling a better story or building a better solution across jobs to be done and features that matter.
Improve Pricing and Packaging
Change the packaging and pricing to reduce pricing-related drivers of churn in your business.
Prevent overselling
Prevent overselling of the solution in a way that drives churn.
Product and Service Playbooks
Much churn can be explained by the customer experience over their customer journey. We work with you to customize the appropriate playbooks to address the needs of your business.
Better Product-led Onboarding
Create an efficient product-led onboarding process that gets customers to their ‘aha’ moment consistenly.
Make your Solution a Habit
Build a ‘hook cycle’ to make your solution an everyday (or every week) habit that consistently delivers value to the customer.
Better Service-led Onboarding
Improve the service process and team structure to ensure better service-led onboarding.
Additional Feature Use
Make your product stickier by improving the number of features used by customers.
Expansion Playbooks
Your Net Renewal Rate (NRR) can be improved by expanding the revenue generated from existing clients.) We work with you to customize these playbooks to work in your business.
Increase Upsell and Cross Sell
Organize your team and optimize your product for increased upsell and cross sell.
Optimize Packaging for Expansion
Optimize pricing and packaging to drive more revenue expansion
Improve Renewal Process
Improve renewal process to both increase the probability of renewal and the ability to achieve price increases at renewal.
Improve Cancellation Process
Organize your team and optimize your product to retain more revenue when clients request to cancel.