CUSTOMER SUCCESS & EXPANSION DIAGNOSTIC

Service Description

At Growthsutra, we help high-growth SMEs, scaling mid-market firms, and enterprise divisions diagnose the gap between what's sold and delivered. We fix disconnected delivery and service, build real NPS/CSAT signal, and map upsell, cross-sell, and renewal risk in existing accounts. WHAT YOU GET - A gap analysis of your delivery and customer service handoff — from close through onboarding to ongoing service - A review of how (or whether) delivery/service connects to sales and account management - Relationship health surveys — NPS, CSAT — designed around your actual customer touchpoints, not generic templates - A framework for turning survey signals into action, not a quarterly report nobody reads - A mapped view of which accounts show upsell or cross-sell signals - A read on which accounts show renewal or churn risk before it's too late to act OUR PROCESS PHASE 1 — DELIVERY & SERVICE DISCOVERY We map how delivery and customer service currently connect to sales and account management, from handover after close through ongoing support. PHASE 2 — GAP ANALYSIS We identify where delivery falls short of what was sold, where service issues go unresolved or unescalated, and where the customer experience breaks from the sales narrative. PHASE 3 — SURVEY & RELATIONSHIP HEALTH DESIGN We design or fix your NPS/CSAT program — cadence, questions, touchpoints — so it captures relationship health accurately, not just a compliance checkbox. PHASE 4 — SIGNAL-TO-ACTION MAPPING We build the framework connecting survey signals to commercial action — which patterns should trigger an upsell conversation, a cross-sell introduction, or a renewal-risk escalation. PHASE 5 — EXPANSION & RISK RECOMMENDATIONS We hand you a prioritized list of accounts showing upsell/cross-sell signals and accounts showing churn risk, with the process to act on both going forward. WHY AN OUTSIDE DIAGNOSTIC Delivery and service teams are measured on resolving issues, not spotting expansion revenue — and sales rarely sees delivery data at all. We bring an independent read across both sides of that wall, with a single mandate: turn relationship signals into commercial action, not another dashboard. READY TO FIND THE REVENUE HIDING IN YOUR EXISTING ACCOUNTS? Let's talk through how delivery and customer signals connect to your growth today.