DIAGNOSE · START HERE
Churn & Retention Diagnostic
Customers are leaving. You’re not sure what’s behind it or what to fix first.
AFTER THE DIAGNOSTIC
You’ll have a clearer view of what’s driving customers to leave, agreement on what to fix first, and a practical plan to move the work forward.
You may have heard why individual customers left: something they were promised didn’t happen, they weren’t getting enough value, or they found a better price elsewhere. But it’s hard to tell how those explanations fit together, which problems matter most, and where to focus.
You may have customer feedback, business data, and initiatives underway. You need a clearer view of what’s happening and a plan the company can act on.
WHAT YOU GET
Clarity and conviction on the main drivers:
A point of view informed by customer conversations, internal perspectives, and available data, with the reasoning and remaining uncertainties made explicit.
Priorities the leadership team agrees on:
The few problems that deserve attention first and why.
A sequenced company plan:
What needs to change, which teams need to be involved, and who needs to own the work.
A way to assess progress and adjust:
Recommended measures and operating rhythms so teams can review what’s happening, address roadblocks, and change course as they learn.
The deliverable is a concise executive diagnostic and action plan, presented in the final readout.
The diagnostic typically runs 4–8 weeks, with scope agreed before we begin.
This is for you if:
- Your gross or net revenue retention has slipped and you can't explain it.
- You know this is bigger than Customer Success. You want someone to look across every function and tell you what matters most.
- Your board is asking why customers are leaving and what you’re going to do about it. You need an answer you can stand behind.
- You're willing to give me access to people at every level, a handful of customers, and the data you already have.
This probably isn't for you if:
- You've already decided the answer and want someone to validate it. I diagnose before I prescribe.
- You want a pile of charts. Nobody cares about the charts - we're here to find causes.
- You want me to fix Customer Success in isolation. If that's the whole problem, you likely don't need me.
One honest note: not all churn is yours to fix. Sometimes the diagnostic shows you're selling to the wrong segment. That's worth knowing - and I'll tell you.
You don’t have to wait for customers to leave. If you’re growing, changing what you sell, or serving a new kind of customer, we can also examine whether those customers are set up to get value, stay, and grow.
HOW IT WORKS
Diagnose before prescribing. I want the problem to tell us what to fix.
01 /
Deep conversations
I talk with customers, leaders, and teams across functions and levels to understand where those perspectives connect and where they don’t.
02 /
Evidence
I use the information and data you already have to pressure-test what we’re hearing.
03 /
Synthesis + alignment
I bring the conversations and evidence together into a clear point of view: what seems to be driving the problem, which issues matter most, and what I recommend addressing first.
We culminate with a 2-hour readout working session.
What happens after: once you have the diagnosis and plan, some companies run it themselves. Others want help standing it up - that's my Retention Implementation offer, scoped and priced from what the diagnostic finds.
