A global B2B company was stuck in a cycle: chasing churn, fighting fires, reacting too late.
They'd analyzed at-risk accounts a dozen ways, but nothing changed. Instead of studying who leaves, we mapped the experience of customers who stay. The patterns were invisible to every dashboard they had, but became clear once we stopped looking at the customers who leave and zeroed in on the ones who stay.
Now their CS team knows exactly where to focus. Sales knows which deals are actually the right fit. Within 12 months, renewals were up, new customers were reaching value faster, onboarding friction dropped, and overall satisfaction improved.
The service behind this story
Experience Mapping
Every touchpoint your customer has, scored for friction and trust.
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