The problem this solves
After onboarding, most customer relationships enter a long silence punctuated by invoices. The customer hears nothing until the renewal notice; nobody notices their usage fading or their champion changing jobs; quarterly business reviews exist on paper but slid off calendars months ago. Then the renewal conversation arrives cold, discounts get deployed to compensate for a year of absence, and expansion never comes up because nobody knows what the customer would even expand into. The account was retained by inertia, not by anything the company did.
How we work
We audit the lived experience of your existing accounts: the actual contact history across a sample of customers, what proactive touches occurred versus what was purely reactive, how renewals unfolded in recent cycles including where discounts substituted for engagement, and how past expansion actually originated, because the origin stories reveal whether expansion is a motion or an accident.
We also examine your visibility machinery: what health or usage signals exist, whether anyone watches them, and whether champions leaving, satisfaction sagging, or growth appetite emerging is detectable in your systems before it becomes a renewal surprise.
The deliverable is an experience findings report across the retention lifecycle, a signal gap analysis showing what you cannot currently see about your accounts, and a redesign recommendation: a proactive touch cadence proportionate to account tiers, renewal process fixes, and the expansion triggers worth instrumenting.
Deliverables
- Contact history audit across a sample of accounts: proactive versus reactive touches
- Renewal cycle reconstruction for recent renewals, saves, and losses
- Expansion origin analysis: how past growth actually started
- Signal gap assessment: churn and expansion indicators you currently cannot see
- Redesign recommendations: touch cadence, renewal process, and instrumentation
What buyers ask before scoping.
How is this different from the Customer Lifecycle & Growth Model Audit?
That audit works the numbers: retention economics, expansion rates, and where post-sale revenue leaks. This one works the experience producing those numbers: what accounts actually receive from you between onboarding and renewal. The model audit finds that expansion is weak; this one typically finds why customers never think of you when budget appears.
Do you talk to our customers, including ones who churned?
Where you can open the door, yes, and churned-customer conversations are disproportionately valuable; they have no reason to be polite and usually are anyway. Where direct access is not possible, the contact history, ticket record, and renewal correspondence carry the audit. A few honest exit perspectives sharpen every other finding.
We have no customer success function. Is this audit premature?
No, it is how you avoid building one on guesswork. The audit shows what your accounts actually need and where revenue is at risk, which scopes the CS motion properly: which accounts warrant proactive coverage, what cadence, and what tooling. Several findings are usually actionable by existing account owners well before any hire.
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Sounds like your situation?
30 minutes, your calendar, no slide deck. We tell you honestly whether this module fits.
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