Pricing

Audit

$2,500 AUD + GST


Duration: 2 weeks

Current State Analysis:


  • Review all resources relating to the customer lifecycle including but not limited to customer onboarding, adoption, renewal, customer support and customer feedback.
  • Meet and interview key stakeholders.
  • Analyse and map the existing customer journey and touchpoints to identify strengths and weaknesses.

 

Technology Assessment:

 

  • Evaluate internal customer tools and systems.
  • Identify opportunities for integration and automation to streamline processes.
  • Ensure alignment with industry best practices and emerging technologies.

 

Customer Metrics and KPI’s:

 

  • Analyse existing metrics used to measure customer success and satisfaction.
  • Identify gaps in data collection and reporting processes.
  • Recommend additional metrics aligned with business objectives.



Based on the current state analysis, we will present a detailed recommendation report to the leadership team. These recommendations will cover processes, technology, metrics and strategies for improving the customer engagement strategy.

Audit and Build

$7,500 AUD + GST


Duration: 4-5 weeks

Current State Analysis:


  • Review all resources relating to the customer lifecycle including but not limited to customer onboarding, adoption, renewal, customer support and customer feedback.
  • Meet and interview key stakeholders.
  • Analyse and map the existing customer journey and touchpoints to identify strengths and weaknesses.

 

Technology Assessment:

 

  • Evaluate internal customer tools and systems.
  • Identify opportunities for integration and automation to streamline processes.
  • Ensure alignment with industry best practices and emerging technologies.

 

Customer Metrics and KPI’s:

 

  • Analyse existing metrics used to measure customer success and satisfaction.
  • Identify gaps in data collection and reporting processes.
  • Recommend additional metrics aligned with business objectives.



Based on the current state analysis, we will present a detailed recommendation report to the leadership team to ensure that everyone understands the plan and is onboard with the recommendations. These recommendations will cover processes, technology, metrics and strategies for improving the customer engagement strategy. The plan will also identify any potential roadblocks or challenges that may arise during implementation.


Implementation:


The consultant will execute the plan and create a detailed custom playbook for each customer segment and lifecycle (onboarding, adoption and retention).


Scale Advisory

$3,000 AUD + GST


Duration: Ongoing

Weekly meetings


A weekly call and up to 4 hours per week of asynchronous work to ensure that I remain aligned with your evolving business goals and challenges. During these meetings, I offer you continuous feedback and advice on your Customer Success strategy and refine or develop tailored playbooks as your business continues to scale.


Direct access and support

Call, email or text via Slack or Teams on Customer Success strategy or getting advice on fixing an issue or process.


Monthly Board Reporting

I'll work with you to create a monthly report on Customer Success to add to your monthly board report.


What problem are you trying to solve? 

  • We have a low product adoption rate

    We'll work with you to understand your customer journey from sign up to your customer adoption phase and identify areas for improvement to help your customers adopt your product and reduce their time to value.

  • We have a high churn rate

    We'll analyse your customer data to learn why your customers churn and build a strategy to help reduce churn.

  • We've just received funding and need someone to review our current customer journey and identify areas of improvement to help us scale.

    We'll roll up our sleeves and review your whole existing customer operations, engagement strategy, team structure and technology stack  and provide you with a detailed report with actionable steps 

  • We need someone to write our Customer Success Playbook

    We'll start by reviewing your existing Customer Success strategy and set up your customer segments. We'll then create a detailed tailored playbook for your customers segments and lifecycle.

  • We have a junior team with limited Customer Success experience

    Count on us to provide coaching and leadership support for your Customer Success team.