6Stage 06 of 06 · Customer driven implementation
Grow the relationship.
We help you keep the customers you have won, grow them, and learn from every deal you win or lose.
Where this sits in the model
See the full modelWhat this is
Being chosen once is not the same as being chosen again. Customers leave, and you only find out at renewal. Growth comes from new customers while existing accounts stand still. And internal win/loss reviews are honest but often wrong: the seller hears it came down to price, because that is what the buyer said to end the conversation politely.
We help you design proactive customer success and structured account management for your priority customers. And we ask your buyers directly why you won, lost or were left, then feed what they say straight back into your strategy, your personas and your sales approach.
The question
“Am I still valued and important to you?”
Signs you need this
- Customers leave, and you only find out at renewal.
- Growth comes from new customers while existing accounts stand still.
- You don’t learn from the deals you win or lose.
What it covers
Three parts, one stage.
Customer success
We work with you to design proactive customer success that gets customers using what they bought, keeps them for longer and grows revenue over time.
You get
A customer success approach built around what your customers need after signature.
Account management
We help your sales teams build structured account management and joint business plans that protect revenue, grow the account and earn loyalty.
You get
Account plans and joint business plans for your priority customers.
Win/loss analysis
Hear from buyers why you win and lose. We interview the people who chose you, the people who did not and the customers who left, and feed what they say back into the model.
You get
Independent buyer interviews, the patterns across them, and the changes they lead to.
How it runs
From first conversation to lasting change.
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01
Choose
We agree the priority accounts, and the deals to study: wins as well as losses and churn.
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02
Listen
Independent interviews with buyers, with the findings anonymised.
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03
Debrief
Findings shared with sales, marketing and account leadership: patterns, not anecdotes.
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04
Design
Customer success approach, account management and joint business plans built for your priority customers.
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05
Feed back
Personas, positioning and sales enablement updated, and the analysis re-run each cycle.
Who’s involved
- Account and customer success teams
- Sales and marketing leadership
- Your customers, won, lost and churned, interviewed by us
Every engagement is shaped around your business. We agree the scope, timing and people with you at the start.
What you get
What you walk away with.
What changes
Existing customers keep growing instead of resetting to a pitch at every renewal, and you stop losing the same deal for a reason nobody inside the business had named.
In short
Stronger retention and account growth: a customer success approach, account management for priority customers and a regular win/loss feedback loop.
In practice
How this has worked for others.
The small fish problem
0% of churned clients cited price, the reason everyone in the building believed.
Read the full case study
The market leader nobody wanted to marry
Customers ranked partnership above technology, and the whole brand story moved.
Read the full case studyFurther reading
Where it fits
Part of one programme.
Each stage of the model builds on the one before it, and the figure of eight means what you learn at the end feeds straight back into the start.
Let's talk about the deal you are trying to win.
Bring us one live deal and we will look at it together. No pitch, no obligation.
Get in touch