Our Framework
Maximize the value you bring to your customers and improve your bottom line with our customer centricity consulting services.
Our expert team provides strategic advice and tactical plans to help your entire organization adopt a customer-centric mindset. Having a “best-in-class” customer service organization will surprise and delight customers!
Take your customer service to the next level and enable a culture of Customer Obsession that delivers financial results!
The three building blocks of how we partner with you:
Strategic Consulting
First, we apply our proven framework to implement a holistic approach to customer centricity leading to lasting growth through customer loyalty. From impartial advice to hands-on assistance, we'll work closely with you to build a customized approach that fits your business.
System Implementation
Next, leveraging or augmenting your current systems, our technology driven approach improves your customers’ experiences. Enable your team members to spend time on interactions that matter most to customers. Working closely with you we find the perfect fit for your needs. Providing guidance and support throughout the implementation process ensures successful and scalable outcomes.
Coaching & Mentoring
Additionally, through coaching and mentorship for your post-sales leaders and their team members, we unlock their full potential. In conjunction with best in class training programs for Customer Success teams, you’ll empower your organization around maximum customer centricity.
Why us? – Tried and true Customer Obsession Framework
Tried and True Framework
- Scalable Framework experienced for various company sizes
- Holistic approach uniting people, process and systems
Proven Results
- Managing ~$1B in Annual Recurring Revenue (ARR) and 140% Net Dollar Retention (NDR)
- Scaling 2 businesses from $0 to >$100M in ARR and 150%/171% NDR
- Increased Net Promoter Scores from -4 to 84
Global Experience
- 20+ years of experience building global customer success, support, professional services, customer advocacy and training teams
- Deep experience in the EU and APAC
- Global team with physical presence in the US and EU
Holistic Approach to customer centricity
Scale and grow your business through customer enthusiasm and loyalty with our comprehensive framework. Our approach covers all customer-related areas to ensure a fully customer-obsessed organization. In addition to customer experience, customer success and customer support, we assist customers with corporate culture and employee experience. Achieve world-class growth by anchoring your teams around customer obsession with our proven methods.
The basis of our framework is connecting your people, process, systems and culture. This holistic approach allows you to build a solid foundation, improve cross functional communication, tap into unused potential and maximize results.
PEOPLE
We break down internal silos and foster cross-functional collaboration. We teach your teams how to live Customer Obsession, focused on delivering value driven business outcomes for customers.
PROCESS
Using a data-driven approach within our framework, we find and address the gaps that get in the way of providing exceptional customer experiences.
SYSTEMS
Our technology-driven approach allows your employees to spend time on the interactions that matter most by automating daily tasks, triggering proactive actions based on insights and providing visibility into team performance using the right software solution.
CULTURE
We refocus your corporate culture around customer obsession. Engaged employees who live and breathe this company value are key for growth and financial success.
