GET READY TO GROW
If your organization is getting ready to grow your customer base by more than 3x, then this program is for you. Until now, you’ve been doing whatever it takes to make a customer successful and you know this is no longer feasible if you want to sustain your growth projections. With this program, I focus on your current state so that we understand what’s required to get ahead of your growth.
ALREADY IN GROWTH
MODE YET FALLING BEHIND?
If your organization is already in growth mode yet you are finding that it’s not going as smoothly as you imagined, then this program is for you. Many organizations experience challenges and find that customer retention, employee retention, and/or customer satisfaction may drop as their growth excels. With this program, we focus on where your growth plans are stalling, and look for opportunities to make the necessary changes to get you back on track. Changes could be small in nature, or they could be a complete redesign.
SOMETHING IS BROKEN
AND IT NEEDS FIXING
If there is a customer success goal your organization is not meeting, whether your organization is in growth mode or not then this program is for you. Often, early-stage and growth-stage startups have ambitious goals they want to meet, yet the structure is not in place to achieve these goals. With this program, I focus on the particular issue that needs to be addressed and apply solutions applicable for this issue. The details of this program will vary based on the issue(s) your organization needs my help with.
MAKE YOUR NPS MARKETABLE
No matter what stage your organization is at, if you're not happy with your current Net Promoter Score (NPS) and need help figuring out how to increase it, or simply implementing strategies in order to increase your NPS, then this program is for you.
Your NPS is an indicator of how your customers view your organization, not just your services and support teams. This means, the strategies that need to be implemented will span multiple departments, including Sales, Marketing, Product, and Customer Success.
executive in residence
HIRE AN EXPERIENCED PROFESSIONAL EASILY
If you need someone to temporarily run your Customer Success / Customer Service / Customer Operations organization, I can lend a hand. This program is designed to help build, rebuild, or enhance the Customer organization, working alongside the rest of the leadership team.
Farhan has an extraordinary ability to plan his customer strategy and roll it out with the power and confidence of a motivational speaker. He always makes decisions through a customer lens, with an authentic passion to delight his customers. He listens with intent, engages others to realize their goals, respects every stakeholder in the room and is able to have some fun in the process.
Vice President, Customer Success
Farhan is one of the best listeners I know, and has that rare and valuable combination of soft skills, technical and business background. When we needed to move fast without all the answers, Farhan would move fast. That said, he is thoughtful and collaborative, and takes the time necessary to understand the problem, then is rock solid in his delivery of solutions that fit the need. He set up structures and processes in our operations— whether it was reports, workflows, practices or approaches-- that are still in use and highly valued today in our organization.
Farhan had a huge hand in scaling our BI team and operations. He helped with all aspects of our growth, including our hiring practices, employee onboarding and enablement, how we use our tools to drive efficiencies in our work, and most importantly, he helped design and re-design many of the processes our teams use to work with each other and our customers. Another area Farhan helped tremendously was putting into practice programs to improve the overall culture within our team.