We drive your velocity.
Our proven methodology crushes churn, reenergizes sales, and drives durable growth. Find out how we can drive your velocity.


The Customer Success Dilemma

The challenges of leading a customer success team are always the same. Activities are fragmented, resources are limited, and results are inconsistent. Existing processes are the accumulation of uncoordinated past efforts. It isn’t clear what works and where efforts are being wasted. How do you drive significantly better results in retention and expansion with limited resources?

Taking Control Of Customer Success

Gaining control starts with identifying the most important underlying causes of churn. This enables you to focus your limited resources on the activities that have the greatest leverage. This understanding must then be implemented in a structured motion that coordinates all activities into an effective, consistent, and scalable process. This is the high-performing customer playbook.


Reduce Churn


Increase Expansion


Reduce Effort

Radically Improve Results With A Playbook

The Client Velocity Playbook is a proven customer success methodology that offers a step-by-step guide, training, and templates to build a high-performing customer success process. Everything you need is included to identify the highest-leverage activities, build a scalable process, train your team, and transform your results.

The Challenge of Sustaining Growth

The Growth Trap

At the root of all growth problems is a faulty mental model. We think in terms of selling more and churning less. When sales slows down and churn shoots up, we consistently ask the wrong questions: Why do customers buy? Why do customers leave? It seems obvious that the answers to these questions will right the ship. Unfortunately, all too often companies spend months and years working in this mode only to find themselves stuck in a cycle of intractable deceleration. It’s a trap in which the very things companies instinctively do invariably make the problem worse. But there is a way out…

The solution begins with the one simple question that lies at the heart of reigniting growth: Why do customers stay? Seriously seeking an answer to this vital question is the foundation of a durable and endlessly renewable growth strategy. The Client Velocity methodology begins by applying our unique analytical tools to answer this question with precision. This diagnosis is the starting place for a robust new growth strategy that simultaneously reduces churn and accelerates sales.

Why Do Customers Stay?

Breaking Through

It’s time to face the fact that the conventional methods don’t work. If they did, the existing processes would already be performing adequately. Doing more or less of what you have already been doing isn’t going to break you out of the stagnation. What you need is a break through – something totally new and different that transforms your capacity to drive customer results. Escaping the growth trap requires a completely new approach.

You Need A Methodology

We’ve all been there… In our efforts to fight churn we throw time, money, and people at the problem. We hire new leaders in hopes they will bring experience that will make the difference. We buy expensive new software platforms that promise results from better tracking and management. We go to conferences in search of those key ideas that could transform our results. We make some limited progress, but over time, our customer results don’t significantly improve. What’s missing? What will make the difference?

What Is A Customer Methodology?

A Customer Methodology is a deep understanding of the customers’ success dynamics combined with a structured process for consistently driving customer bonding. A “health score” is not a methodology. Segmentation, touch cadences, customer training, adoption campaigns, and webinars are not methodologies. These are merely actions, usually applied haphazardly, and typically offering little or no leverage against customer outcomes. A methodology is the key to leveraging all your resources: people, tools, knowledge.


A customer methodology integrates every activity of the company to consistently drive exceptionally high retention and expansion.


A methodology is a structured process, which makes it consistent, repeatable and scalable.


A methodology is not generic but is built on a specific understanding of the customers’ success and business processes.


A methodology enables measurement of actions and consequences, which means it can be continuously improved.

The Power Of Methodology

Companies that have implemented the Client Velocity methodology have experienced radical transformations in their customer success performance.


CV Playbook

More Clients



More Sales



Less Effort

The Client Velocity Playbook

A Complete Methodology

The Client Velocity Playbook is a totally unique solution to the complex challenges of customer success. It is much more than a training program, it’s a complete customer success methodology.

Everything You Need

It combines step-by-step guides to quickly build your playbook, with simple to use templates for designing each process, extensive video training, and live coaching by experienced customer success leaders.


Step-by-step guided tasks produce all the necessary processes in your playbook.


In-depth video training on all key customer success topics.


Dozens of structured templates make it easy to build the playbook quickly.


Access to expert coaches who advise on customizing the playbook for your business.

Complete your playbook in 90 days

Unlimited access for 12 months

Accessible from Mobile Devices

Get Started Building Your Playbook



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