Session 1:

Post-Sales Process & Data

Build the operational foundation your team needs to improve retention.

Start here if your post-sales operation relies on inconsistent processes, disconnected systems or knowledge that lives mainly in employees’ heads.

Customer Success should contribute to retention and revenue, not operate as another support function. But even a strong team will struggle when ownership is unclear, workflows create unnecessary friction and customer data cannot be trusted.

This session helps you understand how work and information move through your post-sales operation, identify what is breaking down and prioritize the improvements needed before advancing to customer value and retention analysis.

Questions we will help you answer

• Are post-sales responsibilities aligned with customer outcomes and business impact?

• Where are inefficient workflows slowing the team or creating customer friction?

• Is important customer knowledge documented or dependent on individual employees?

• Is your data accurate, visible and actionable?

• Where could automation remove manual work without weakening the customer experience?

• Does leadership have enough visibility to make informed decisions?

During this two-hour working session, we will examine:

• Your customer lifecycle from sales handoff through renewal

• Roles, responsibilities and ownership across the customer journey

• How customer information is collected, stored, updated and shared

• Gaps between Sales, onboarding, service delivery, support and Customer Success

• Inconsistent workflows, duplicated effort and missing documentation

• Manual activities that may be appropriate for automation

• Whether your current systems support the way your team actually works

• The data required for future customer-value and retention reporting

You will leave with:

• A clearer map of your current post-sales operation

• Identified process, ownership and data gaps

• Prioritized opportunities to simplify or automate work

• Recommendations for improving data visibility and reliability

• A practical roadmap for strengthening your post-sales foundation

• Clear next steps for advancing to customer-value and retention measurement

Best for: Companies with limited post-sales structure, inconsistent onboarding, fragmented customer data, inefficient workflows or unclear internal ownership.

This is the recommended starting point for companies completing the full three-session sequence.

By booking this appointment and paying the agreed fee, the client confirms acceptance of the below terms and authority to approve the engagement on behalf of the company.