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.
Read full articleProject 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.
Read full articleThe 30% of tickets that never should have been ours
A client headcount reduction left us absorbing work outside our contractual scope. The fix wasn't just automating — it was automating first and renegotiating scope after: 70-75% less configuration time, 40% fewer tickets.
Read full articleWhen "it's simple" doesn't mean "it's worth it"
A stakeholder insisted on a visual feature described as a "simple quick win", while the real business backlog stayed unfinished. Holding the right priority —not the loudest one— is what allowed the project to scale to every client office.
Read full articleWhen there's no playbook, build the missing piece
Different clients got stuck at the same integration step. Instead of waiting for the roadmap, we built a .NET base project with the classes ready: 10–15% less integration time and nearly zero repeated sessions.
Read full articleWhy 20% of your repeated tickets should never have been reopened
Closing tickets fast is incident management. Treating known errors as their own category — Problem Management — cut repetitive cases by more than 20% over two years, sustaining 97% CSAT, +60 NPS, and 99.95% uptime.
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