What we can work on together.
Win/loss
Interview buyers after won and lost deals to learn the real reasons from the buyer and fix the causes that repeat.
- Learn about the positives and negatives when it's still fresh in memory.
- Understand where you're doing well.
- Fix repeatable loss causes.
- Sharpen competitive positioning.
- Interview guides and recruiting for closed-won and closed-lost accounts
- Independent interviews, recorded and transcribed
- Coded themes with the buyer's verbatim quote attached to each finding
- A readout each cycle, routed to product, sales, and messaging
Feedback loops & roadmap input
Collect, score, and route customer requests through one intake to give product and sales a shared basis for roadmap decisions.
- Ground roadmap decisions in documented evidence.
- Reduce churn from ignored requests.
- One intake for requests from sales, support, community, and customer calls
- A weighted scoring rubric for ranking requests
- Standing working sessions with product
- A reply to the person who raised each request
Voice of the customer
Interview, survey, and review-mine current and churned users to base messaging and product decisions on what buyers actually say.
- Base messaging and product decisions on buyer evidence.
- Learn why customers churn.
- Find new segments.
- Cut churn from requests that went unanswered.
- Interview guides and recruiting for current and churned accounts
- Surveys, review mining, and support-ticket themes
- Coded findings with the customer's verbatim quote attached
- A readout each cycle, routed to product, engineering, marketing, and success
- A reply to the customers whose feedback was raised, so they know what happened to it
Onboarding programs
Design the first-week experience across email, in-app messages, and content to bring new signups to activation and repeat use.
- Raise activation rate.
- Cut time to first value.
- Reduce early churn.
- Onboarding flow design, mapped to the first real value moment
- Welcome and activation email sequences
- In-app messaging and milestone triggers
- Tests on the steps where people drop off
Retention & nurture campaigns
Run lifecycle sequences built on real usage signals, keeping existing customers engaged and moving toward renewal or expansion.
- Raise renewal rate.
- Grow expansion revenue.
- Catch at-risk accounts early.
- Stop losing customers to launches they never heard about.
A cadence built around usage signals ensures that you bring value to your customers at the right points in time.
- Lifecycle email sequences, mapped to usage and renewal stage
- Win-back campaigns for accounts going quiet
- Expansion and upsell messaging tied to product usage
- Segmentation built on behavior, not just firmographics
Customer marketing content
Write your best customers' stories into case studies, spotlights, and customer communications to arm sales with proof.
- Shorten deal cycles with proof.
- Support renewals.
- Reuse customer stories across channels.
- Customer spotlights and case studies, from interview to published piece
- Customer newsletters and community updates
- Renewal and expansion collateral built on customer proof
Customer advocacy programs
Turn your best customers into references, reviewers, and community voices through clear asks and reciprocity.
- Supply references on demand.
- Lift review scores.
- Generate referrals.
- Advocate identification and recruitment criteria
- Reference call and review request workflows
- Community or ambassador program structure
- Recognition built into the program, not left to goodwill
Product-led growth (PLG)
Build acquisition, activation, and expansion loops into the product itself to grow with less outbound effort.
- Acquire and expand via the product itself.
- Reduce outbound costs.
- Enable self-serve conversion.
- Decrease CAC.
- Growth loop design: invite flows, sharing, viral mechanics
- Free trial, freemium, or sandbox strategy and conversion paths
- In-product upgrade and expansion prompts
- PLG metrics: activation, time-to-value, expansion revenue
