Full-journey audits and roadmaps — activation, adoption, expansion, churn prevention, win-back. Prioritized by revenue impact, not by what’s easiest to ship.
Every engagement starts with the question most teams skip: where is the revenue actually leaking? I audit your full customer journey — activation, adoption, expansion, churn, win-back — against the data, not the org chart. What you get is a prioritized roadmap: which journeys to fix first, what each is worth, and what to stop doing because it never mattered.
This is the work I did at Verizon across a $10B, 22-million-customer portfolio, where behavioral segmentation, churn-risk signals, and disciplined experimentation cut churn 50% and protected roughly $140M in annual revenue. The same method scales down: smaller list, same logic. Know who wants to leave, who just needs a practical reason to stay, and what it costs you to confuse the two.
Typical engagements: a 2–3 week lifecycle audit with a prioritized roadmap, a retention strategy sprint for a launch or turnaround, or fractional lifecycle leadership while you hire.
A scored map of your customer journey, the three to five highest-value fixes ranked by revenue impact, and a 90-day roadmap your team can execute — with or without me.
Best fit: subscription and consumer businesses with real customer volume and a nagging sense that churn is quietly winning.