Barajas Advisory — Strategic Solutions for Growth
Customer Success

Customer Success

Customers don't leave overnight. They stop replying, reduce their usage, postpone renewal — and all of it happens while the financial dashboard still looks fine. This is the central guide to Customer Success and Service Delivery: how to measure what matters, act before churn, and scale the operation that holds retention together.

I've held CSAT of 96–98% and NPS of +60, and taken an NPS from negative to +24 across 52 enterprise accounts in 7 countries. The formula isn't magic: a precise diagnosis, direct client proximity, and a measurable action plan.

Customer Success maturity isn't measured by how many dashboards you have, but by whether the team acts on the signal before churn materializes. The operation — the processes, platforms, and service delivery — is what turns an account into a sustainable success story.

Articles in this topic

From negative NPS to +24: the Customer Success turnaround we did at Formiik

How to identify friction points, engage the client, and define a stabilization path that transformed Customer Success in 12 months.

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Project Fenix: when your client wins an international award and you were behind the operation

The silent operation behind an international award: infrastructure, controls, and consistent service delivery across 300+ offices.

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