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SERVICES
We are a full service consulting agency handling engagements of all sizes, from one-off consultations to long term ongoing advice and guidance. We're also equipped to assist with tactical and execution focused assistance such as designing customer journeys, customer success playbooks, or system implementations.
We love an interesting challenge, while focusing on the human aspect of leadership and company building.
Below are examples of questions we've solved for in the past.
How we can help
Customer Experience Strategy, Design & Execution
Customer Experience Strategy, Design & Execution
Customer Experience Strategy, Design & Execution
- When and how should CSM's engage with their customers?
- What metrics should a CSM care about?
- Where do I draw the line between Support and Success?
- Where should I specialize within my Support Organization?
- How can I reduce Support volume?
- How do I optimize my internal processes for scale?
Leadership Development
Customer Experience Strategy, Design & Execution
Customer Experience Strategy, Design & Execution
- What should I be focused on as a new manager?
- How do I better advocate for my team?
- How can I more effectively coach my managers?
- What do I do with an underperforming employee?
- How can I work more collaboratively with other teams?
Data, Metrics & Objectives
Customer Experience Strategy, Design & Execution
Data, Metrics & Objectives
- What's a "good" net retention rate?
- What do I need to capture when a customer contact Support?
- How do I build KPIs?
- What is my Support data telling me?
- How do I prioritize our product roadmap based on the data I have?
- How do I measure churn?
CX Tech Strategy
Product and Service Experience Feedback
Data, Metrics & Objectives
- What Support ticketing system should I use?
- How do I automate my teams workflow?
- What data am I missing?
- Which phone system is right for me?
- How do I better engage with my customers using technology?
Customer Journey Mapping
Product and Service Experience Feedback
Product and Service Experience Feedback
- How many teams are involved with the sale and onboarding of a new customer?
- How often do we make a customer reach out to us?
- What are the most operationally intensive areas of my product or service?
- What are my opportunities to automate?
- Where are we spending time on tasks that don't deliver any value?
Product and Service Experience Feedback
Product and Service Experience Feedback
Product and Service Experience Feedback
- What areas of my product are confusing?
- Where did expectations not align to reality?
- How effectively is my team communicating with customers?
- What level of service are my partners providing?
Strategic Alignment
Corporate & Social Good Programs
Knowledge Management
- How do our company goals align to our product roadmap?
- Are our post-sale teams designed and aligned to compliment our product or service?
- How can our CX teams partner more effectively with our R&D teams?
Knowledge Management
Corporate & Social Good Programs
Knowledge Management
- Is our help center effective?
- How can we better organize our content?
- Do I need to invest in customer education?
- Where are our gaps in internal documentation?
Corporate & Social Good Programs
Corporate & Social Good Programs
Corporate & Social Good Programs
- How can I partner more effectively with local constituents?
- Are there geopolitical risks I need to consider in this region?
- Are there other organizations I should partner with to achieve my goals?
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