As businesses grow, so does the complexity of looking after customers. Processes evolve, teams expand and responsibilities become shared across Sales, Customer Success, Support and Product. Over time, it can become difficult to know what's working well, where customers are experiencing friction and where your biggest opportunities for improvement really are.
Whether you already have a dedicated Customer Success team or customer ownership sits across different departments, this audit provides an experienced, independent perspective on how your business supports, retains and grows customers.
Over 4 weeks, we'll assess every stage of your post-sale customer experience - from onboarding and adoption through to renewals, expansion and customer advocacy before providing practical, prioritised recommendations for improvement.
What you'll gain
✔ An independent assessment of post - sale customer experience
✔ A clear understanding of what's working well and where improvements can be made
✔ Practical recommendations prioritised by impact
✔ A roadmap to improve customer retention and Net Revenue Retention (NRR)
✔ Greater confidence in future Customer Success investment and priorities
✔ Executive-level insight to support better decision making
What's Included
How the Audit Works
Week 1 – Discovery
We'll take time to understand your business, your customers and your commercial objectives through stakeholder conversations, documentation and data.
Week 2 – Assessment
We'll review each area of your customer operation, identifying strengths, risks and opportunities.
Week 3 – Recommendations
We'll develop practical recommendations, prioritised according to business impact and ease of implementation.
Week 4 – Executive Readout
We'll present our findings, discuss the recommendations and provide a clear roadmap for the next 90 days.
Customer Success Audit
Fixed Fee Engagement
Each audit is priced on a fixed-fee basis following an initial discovery call, with the investment reflecting the scope and complexity of your business
✔ Delivered over 4 weeks
✔ Remote or On Site
✔ Executive Presentation
✔ 90 - Day Roadmap
Contact us
Find out if a Customer Success Audit is right for your business.
Book a discovery call to discuss your business, your goals and whether a Customer Success Audit is the right fit.
