Customers who stay
and buy more.
“We sign, then we lose track.”
A large share of tomorrow's revenue already sits with today's customers. We build the organisation, processes, tools and metrics that secure it, from signature to renewal.
Where we work on your cycle
- Onboarding, Time to value
- Adoption, Adoption
- Expansion, NRR
Your customers leave and nobody saw it coming.
- The handover from sales to delivery happens by email, and everyone asks the customer the same questions again.
- Renewals come to light a few weeks before the due date.
- Nobody knows which customers are at risk until they say so.
- Expansion opportunities depend on each account manager's instinct.
- Sales, support and account management do not share the same view of the customer.
Who it is for
The teams and roles who live with this problem every day, and what changes for them.
- Customer SuccessHead of CS, CCOA clear view of customer health and upcoming renewals.
- Customer SuccessCSMs, Account ManagersFewer emergencies to handle, more meetings that prepare expansion.
- LeadershipCEO, Managing DirectorA rising NRR and growth that no longer relies on acquisition alone.
- SalesSales teamsA clean handover after the signature, with no loss of information.
What we build
Six workstreams, from signature to account growth.
Organisation
Who looks after which customer, and how
Portfolio segmentation, roles across account management, customer success and support, service levels by segment.
Handover · step 1
A handover with no loss of information
What sales promised reaches delivery: handover record in the CRM, standard kick-off, onboarding milestones.
KPIs and steering · step 3
Every customer's health, easy to read
Health score, risk signals, retention and revenue growth by segment, portfolio reviews.
Renewal · step 4
Renewals anticipated, expansion managed
Due dates visible months ahead, renewal and expansion pipeline, account plans for key customers.
Processes and tools
One shared view of the customer
CRM, support and billing connected: every team sees the history, tickets, contracts and opportunities.
Enablement
Customer teams with the right tools
Follow-up, renewal and expansion playbooks, built into the teams' tools.
Weak signals come up before the customer leaves.
- Tickets, emails and calls are read to detect a risk or an opportunity.
- Every account manager gets an account summary before their meeting.
- Account reviews take a few minutes to prepare.
Customer Agent
Churn risk detected. Health score: 72 → 54.
Support 3 critical tickets in 10 days(alert)
Usage -30% logins(alert)
QBR call Competitor mentioned twice(alert)
Open the account Prepare the meeting
Summary sent to Julie before her 14:00 meeting
How we work
From a portfolio analysis to recurring revenue you can steer.
Diagnostic
The Design Sprint analyses your portfolio, your churn and your renewals, and finds where revenue leaks.
Build
The squad builds the organisation, processes and metrics with your sales, delivery and support teams.
Autonomy
Your teams steer the portfolio on the metrics, and renewals stop being a surprise.
The tools we deploy most
- Vitally
And the tools you already have: we start from your stack.
The Ocobo experts on this challenge.
No salesperson followed by a junior: the people you meet at the first meeting are the ones who build with you. Hover over or tap a card to find out more.
Talk to one of them
Customer Experience expertAude Cadiot
Partner
Customer Experience expertDomitille Raimbault
Senior RevOps Manager
What if your next growth already sits with your customers?
In 30 minutes, a revenue architect reviews your customer base with you. You leave knowing where to start.
Talk to an architect