Leadership Coaching Platform
Segmentation and servicing to grow the existing base
Hand-off from Sales
Servicing strategy
Expansion pathway
Outcome
A structured and repeatable process to intentionally move post-sale customers through the maturity curve, increasing revenue contribution as they went.
We had an efficient set of processes for acquiring new logos, but no defined approach for what happened next. Working with Commercial by Design we mapped the end-to-end journey from handoff to mature customer. Matt, partnering with our Head of Growth, then helped us build a servicing strategy to more effectively grow the existing base.
Charlie, CEO and Founder, Circl
Online marketplace – Pre-IPO
A ground up rebuild of the UK client facing team
Segmentation
Renewal governance
Incentives
Outcome
A growth focused customer team re-organised around defined segments, each with distinct and pro-active servicing approaches. New routines focused on forward visibility and confidence in upsell and renewal revenue. Underpinned by a new incentive structure.
Our post-sale ways of working lacked intentional design and were reactive. After building and deploying a commercial system upsell and expansion revenue accelerated significantly, almost doubling from our starting point of £73m ARR.
Deliveroo COO
