For Suppliers
Relationship Management and Customer Retention
Effective retention strategies stretch well beyond day-to-day customer support for end users. Strong customer relationships are critical in protecting your revenue and your reputation in the sector you serve. For over a decade I have developed and implemented long term retention, revenue operations and risk management plans across multiple regions.
Customer Relationships
I work with your Customer Success and Business Development teams to develop customer health tracking, senior stakeholder relationship management and advocacy management plans.
Risk and churn management
Where partnerships may be at risk, I develop retention plans to mitigate risk to revenue and reputation. I will devise a range of strategies from light touch communications plans, engaging directly with your customer stakeholders, through to leader-to-leader interventions.
Renewals and renegotiation
I provide strategic guidance on contract negotiations and re-tenders, drawing on extensive experience navigating procurement processes with commercial, not-for-profit and public sector operated organisations.
‘Paul managed to protect commercial outcomes while being deeply respectful of the realities our clients were facing. That combination of commercial acumen and sector sensitivity is rare, and it's exactly what made those conversations successful.’
Leveraging Advocacy
Our sector is well connected, and word of mouth is one of your most important business development tools. I devise strategies to engage your senior customer stakeholders. I make sure their voice is making it through to you as leaders and that they see you as a valued partner they are happy to recommend.
Driving Solution Adoption
Making sure your customers are using the right parts of your solution in the right way helps you stand out from your competitors. Improving on-boarding and adoption drives customer satisfaction and advocacy as well as protecting your revenue and reputation.
I work with your Customer Success team to develop solution adoption tracking and strategies for engaging your customers and getting them excited about making even more use of your offer.
To amplify your impact, I will help you develop success stories and case studies that will encourage more customers to unlock more value from your partnership and drive satisfaction.
Developing Customer Success Teams
Through 1:1 coaching and feedback, I help your Customer Success Managers get the most from their teams. They will learn to focus on strategies that balance high quality customer service while also managing cost-to-serve protecting your margin.
I review team structures and dynamics and carry out shadowing and feedback sessions. Combining guidance on observed behaviours, stakeholder context and communication styles, I will offer my observations on how your team is performing.
Working 1:1 with managers and leads, I offer them guidance and feedback to help them develop their stakeholder relationship management and skills so they are effective in driving successful partnerships with customers.