Elevate your Customer Success function
Introducing the DRIC framework for consulting
Designed specifically for B2B scale-ups, the DRIC methodology systematically builds, optimises, and scales your Customer Success operations to maximise customer lifetime value.
DIAGNOSIS
We access your current CS ecosystem, examining processes, people and tech to identify friction points and untapped opportunities. Understanding your value proposition, GTM positioning and product/market fit
- Comprehensive CS function audit and capability assessment
- Data-driven analysis of customer retention patterns and churn risks
- Customer journey mapping with friction point identification
Outcome: Report of a clear, data-backed understanding of your CS strengths, weaknesses, and highest-impact improvement opportunities.
RECOMMENDATIONS
Based on diagnostic insights, we develop a strategic roadmap with actionable recommendations prioritised for maximum impact.
- Strategic CS roadmap development aligned with business objectives
- Process redesign and playbook creation for key customer touchpoints
- Tech stack optimisation recommendations
- Team structure and capability enhancement planning
Outcome: A comprehensive, prioritised plan that transforms your CS function into a strategic asset with clear implementation pathways.
IMPLEMENTATION
We partner with your team to execute the recommended strategies, ensuring seamless adoption and practical application.
- Change management guidance to drive organisational buy-in
- Process implementation and workflow optimisation
- Tech and playbook deployment and integration support
- KPI framework establishment and measurement systems
Outcome: Operational excellence across your CS function with new capabilities fully embedded into your organisation.
COACHING
We provide ongoing guidance to ensure lasting success, helping your team develop the skills and mindset needed for continuous improvement.
- Leadership coaching for C-level and managers
- Team enablement through hands-on skills development
- Regular performance reviews with actionable feedback
- Best practice sharing and knowledge transfer
Outcome: A high-performing, self-sufficient CS team equipped to drive retention, expansion, and sustainable growth.
