Customer Success & Customer Experience advisory services for B2B SaaS companies.

CHALLENGES WE SOLVE

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 CUSTOMER SUCCESS

"I'm sure we could be doing more to ensure our customers are successful, renew, expand, and recommend us. But where should we start and what's our overall strategy?"

CUSTOMER JOURNEY

"Today, we don't have a holistic view of how our customers experience their journey with us through their eyes. If we did, I know we'd offer a better customer experience, have fewer internal silos, and sell more."

ONBOARDING & ADOPTION

"I know our current onboarding and product training approach can't scale. I know it's a barrier to product adoption as we grow. But what can we do instead?"

IN THEIR WORDS

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Lauren has exceptional skill with Customer Experience and Knowledge Management in the world of SaaS, and is likely the most organized executive I’ve ever had the pleasure of working with. She has terrific insights and areas of expertise that I consider critical to sustained success in SaaS environments.

John Sicard, CEO, Kinaxis

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Bringing in a subject matter expert, like Lauren, can help you defeat time and rapidly grow in specific areas. Just like when building my leadership team, I was looking for someone with deep domain knowledge and industry experience relevant to the Assent context. Lauren was an excellent fit.

Andrew Waitman, CEO, Assent Compliance

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We chose to work with Lauren because of her deep expertise in customer learning & adoption, her relevant experience across SaaS companies of varying sizes, and her recommended approach. We’re delighted we did!

Keira Torkko, Chief People Officer

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With Lauren dedicated to implementing some key operational improvements and managing the change, we made more progress in just a few weeks than we had in the past year.

Jennifer Batley, President

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I really love the level of organization and clarity in your Learning & Adoption Strategy Development process.

Naveen Poonian, President and CEO, iBASEt

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Lauren, we completed the churn benchmarking exercise you suggested around Net Revenue Retention (NRR) and Gross Revenue Retention (GRR). It was not only interesting, but useful in starting the conversation around our retention targets for the next 12-18 months.  Thank you!

Jean-François Pouliotte, VP Customer Success