Services
Customer Success
Customer Journey Analysis
Map the full customer journey from purchase to renewal to understand where experience breaks and loyalty erodes.
Intelligence
Most B2B companies have a documented sales process and a documented onboarding process. What happens between first value achievement and renewal is often managed by individual CSM judgment rather than a defined journey. The gaps that create churn tend to cluster at the transition points: after onboarding closes, around the six-month mark, and in the 90 days before renewal. The journey analysis maps where those gaps are in your data and what they're costing in retention terms.
Most B2B companies have a well-documented sales journey and a reasonably documented onboarding process. What happens between first value achievement and renewal is often murky: a QBR cadence that exists on paper, CS outreach that varies by CSM, and a vague understanding that some accounts are healthy and some aren't.
The gaps in the journey aren't random. They tend to cluster at specific transition points: after onboarding closes and regular check-ins haven't started yet, around the 6-month mark when the initial excitement has worn off, and in the 90 days before renewal when the account is forming an opinion about whether to continue. Understanding where the journey breaks down, by cohort and account type, is the prerequisite for fixing it.
What we do
We map the actual customer journey from contract signature through first year using CRM data, CS activity logs, and product usage data. We identify the gaps between the intended journey and what the data shows actually happened, segment those gaps by account type and cohort, and correlate journey completeness with renewal and expansion outcomes.
For context on what this type of analysis typically surfaces, read how the CRM proves which journey moments drive retention.
Deliverable
A customer journey analysis with gap mapping by cohort, retention impact quantification by journey phase, CS touchpoint effectiveness analysis, and a recommended journey design with intervention timing and criteria.
Outcome
A customer journey that works for more than your best accounts. CS motions that are designed around when customers actually need them, not when it's convenient. Higher retention from accounts that currently fall through the gaps between onboarding and renewal.
How Veloxa Stopped a Leaky Funnel and Grew Conversions by 22% — recovered $1.2M in pipeline, cut CPL by 40%, and grew conversions by 22%.
See how it worked in practice: Stackflow doubled expansion revenue with upsell signals.
See how it worked in practice: Helios Health reduced early churn by 41%.
Best Fit
For companies with a defined CS function and at least 12 months of post-sale data, where retention is positive but inconsistent. If renewal rates vary significantly by cohort, account size, or CSM, the journey breakdown analysis will show you why.