Find the moments that quietly decide the renewal.
Every touchpoint your customer has, scored for friction and trust.
How We Do It
Identify friction, gaps, and moments that influence trust, value perception, and renewal decisions - before contracts are at risk.
Every project moves through these five phases. The scope and timeline shift based on what you're testing, but here's what you can expect.
We start by getting aligned on your goals, your customers, and what a successful outcome looks like. By the end of this phase, you'll have a clear test plan and everyone knows exactly what to expect.
What You Get
Churn Visibility
See where customer confidence erodes long before renewal conversations begin - so you can intervene early instead of reacting when it's too late.
Clear Priorities
Focus effort on the experience moments that actually influence renewal decisions, not the ones you assume matter most.
Stronger Conversations
Equip your renewal team with customer context that makes their outreach more credible, relevant, and productive.
Trusted by teams at leading organizations
What Keeps Customers Around
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.
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