At The CS Academy, how I partner with you to achieve this transformation is through the DRIC Approach (Diagnosis, Recommend, Implement, Coaching). This structured consulting process is a proven method for turning your Customer Success function into a predictable driver of revenue and customer loyalty.

Customer Success Consulting

Who It's For: Founders, CEOs, and Revenue Leaders of B2B scale-up companies who need a clear, expert-led process to architect or transform their Customer Success function for measurable results.

The DRIC Approach is a comprehensive, four-stage consulting engagement process, designed to deliver clarity and tangible results:

1. Diagnosis: I conduct a deep assessment of your current Go-To-Market ecosystem, processes, people, and technology to identify root causes of challenges and key leverage points for growth.
2. Recommend: Based on the diagnosis, I develop a tailored, actionable strategic roadmap, outlining the specific initiatives needed to achieve your business objectives.
3. Implement: I partner hands-on with your team to execute the recommended strategies, embedding new processes, playbooks, and systems within your organisation.
4. Coaching: I empower your leadership team with skills and a strategic mindset for sustained success and continuous improvement.

The Outcome is a transformed Customer Success function that is aligned with other Go-to-Market functions, data-driven, and designed for efficient growth. You'll gain strategic clarity, a prioritised implementation plan, and a Customer Success operation capable of significantly impacting churn reduction, expansion, and overall customer lifetime value.

Benefits:

• Faster Time-to-Value 
• Reduced Customer Churn
• Increased Net Revenue Retention
• Higher Customer Satisfaction
• Enhanced Team Efficiency
• Improved Cross-Functional Alignment

Explore my Thinking 

Building a strategic foundation begins with understanding the core principles that separate high-growth companies from those hitting the Growth Wall. To support your learning journey, I've created a comprehensive Resources page packed with fortnightly newsletter articles,  deep dives on The A.C.E. Framework and insightful podcast conversations designed to provide you with immediate, actionable value.