For leaders
Explore the 11 leadership roles
Chief Customer Officer / Customer & Success
Capacity to go
on the offence.
Earn retention and account growth.
Spot customer friction earlier, support adoption and earn retention and expansion through demonstrated value.
Illustrative. Built to adapt.An 80/20 starting point, shaped around your requirements.How we tailor it ↓
Earn retention
Expand through value
START FOCUSED. EARN THE RIGHT TO SCALE.
One customer segment and its account-review cycle
Start with one team and one workflow. Adapt by region, business unit and system before expanding.
CAPACITY GOES INTOMore attention on adoption, retention and growth
Who joins · what earns the next step
Core team: Customer success lead + account owner + service partner. The sponsor agrees the outcome and reviews the decision.
Scale only when: Customer outcomes and signal accuracy improve; renewal and expansion are tracked over the relevant cycle, with attribution limits stated.
Connected ownership: Revenue owns commercial terms; Product responds to adoption gaps; Operations resolves service barriers.
ONE CONNECTED JOURNEY
Build it. Prove it.
Put it to work.
ADVANCED creates the asset.
ACCELERATE tests the same asset.
FUNCTION decides where to scale.
01TEAMChoose the work
A brief. A baseline. An owner.View brief + sample output
Choose the work
AGREE THE DECISION
Which customer needs an intervention now, and what would help them achieve value?
Approved usage signals, customer goals, support history, contract context and direct feedback.
Review and acceptanceAccount owner validates the signal with the customer; commercial and service commitments require authorisation.
Illustrative sample. Tailor the scope and thresholds before use.WORKING BRIEF
- Decision
- Which intervention will help this customer achieve value?
- Owner
- Customer success owner + service lead
- Capacity for
- Priority-account adoption and value
02ADVANCEDBuild the working asset
A working asset your team can check.View brief + sample output
Build the working asset
MAKE THE THINKING VISIBLE
Which intervention will help this customer achieve value?
An account shows lower usage and more support contacts. The brief does not label it “likely to churn” without evidence. It identifies a possible onboarding gap, asks what has changed and proposes an adoption session tied to the customer’s stated goal.
Review and acceptanceAccount owner validates the signal with the customer; commercial and service commitments require authorisation.
Illustrative sample. Tailor the scope and thresholds before use.DECISION WORKSHEET
Open full advanced brief + sample ↗
| Signal | Illustrative interpretation | Action |
|---|---|---|
| Usage decline | Cause unverified | Ask what changed |
| Support contacts | Possible onboarding friction | Agree adoption intervention |
| Review date | Customer goal defined | Check value with the customer |
03ACCELERATEProve it in real work
Evidence to keep, change or stop.View brief + sample output
Prove it in real work
TEST AGAINST THE BASELINE
Does the new way improve the work?
Run representative work with the agreed reviewer. Count effort, rework, exceptions and upkeep; ask whether the recipient gets a better result.
Review and acceptanceAccount owner validates the signal with the customer; commercial and service commitments require authorisation.
Illustrative sample. Tailor the scope and thresholds before use.TRIAL SCORECARD
Illustrative effort test5 hours / account review → 3 hours / account review
Quality / effectiveness
Validated customer need and an accepted action owner
Actual results: to measure in your trial.
Open full accelerate brief + sample ↗04FUNCTIONChoose where to scale
A 13-week value plan.View brief + sample output
Choose where to scale
COMMIT TO AN OUTCOME
Priority-account adoption and value
Design the customer value journey across onboarding, support, adoption and expansion; agree handoffs with sales, operations and product and a 13-week intervention portfolio.
AccountabilityCustomer success owner + service lead
Illustrative sample. Tailor the scope and thresholds before use.13-WEEK VALUE PLAN
- 1–4Baseline + first experiment
- 5–8Trial + adapt
- 9–13Choose + commit capacity
Choose the sequence →
The CEO and leadership team experience the method themselves. Then choose a first team, prove the work and build trust before scaling. PERSONAL can help align the sponsor.
THE EXECUTIVE TEST
What changes
because of it?
Book released capacity into named customer adoption, recovery or expansion conversations and review whether the customer achieved the intended value.
CapacityHours preparing comparable account reviews
Customer effectivenessAdoption, resolution quality and customer effort
Commercial valueRetention, expansion and contribution
QualityFalse alarms, missed material issues and inappropriate promises
Are we improving customer value or merely producing health scores?
Validate signals directly and measure the customer outcome. Track adoption and resolution quality alongside retention; make attribution limits explicit before claiming commercial benefit.
Protect customer data, challenge inferred risk scores and validate needs with the customer. Keep service and commercial commitments within delegated authority.
THE 80/20 APPROACH
A strong starting point.
Shaped around your business.
Keep the useful structure. Adapt the priority, workflow, data, tools and success measures to your requirements.
Your priorityYour dataYour toolsYour measures
80/20 is a design principle, not a fixed scope or a measured ratio. All examples are illustrative; benefits are established through your own trial.Your commitment, our role and the investment
TIP brings: the tailored brief, facilitated build, reusable working structure and trial review. Your team brings: approved inputs, workflow expertise, an accountable owner and time to test in real work. Your organisation retains decision and release authority.
Agree the first stage before committing to the full journey. The proposal sets out fees, participant effort, trial scope and success measures. Include licences, review, upkeep and any integration in the total investment.
TEAM: 3h. ADVANCED: 4h. ACCELERATE: 2 × 4h with a workplace trial. FUNCTION: 8h + synthesis + 4h. The full journey is 27 facilitated hours, plus preparation, trial and follow-through; attendance varies by stage.
Start with approved AI tools and manual exports, with human review and named ownership. IT confirms access and data policy; sensitive or regulated workflows may need additional security, legal or governance review. Integrations, custom applications and unattended operation are separately scoped.
Inputs: account volume, preparation effort, eligibility, review cost and intervention cost. Outputs: relationship capacity and cost-to-serve scenarios. Do not count all retained revenue as caused by the intervention.
How your function connects with the rest of the business
ONE CUSTOMER OUTCOME / SHARED ACCOUNTABILITY
Connect the work.
Multiply the value.
An illustrative customer journey: each handoff carries evidence, an owner and a decision.
- Shape the propositionCustomer need + tested promise
- Win the right businessAgreed value + deliverable terms
- Deliver the promiseReliable service + clear handoff
- Grow customer valueAdoption + retention evidence
- Validate and reinvestContribution + capacity choices
Enabled by People and Technology.Shaped with Legal and the Chief Risk Officer.CEO connects the enterprise choices.
START WITH THE WORK THAT MATTERS