Has your customer technical onboarding hit the wall?
- Your customers take too long to go live.
- Onboarding economics aren’t improving as you scale.
- Your CFO has flagged margin compression as a worry, and it will soon be a board item, if it isn’t already.
You’re unsure if the fix is commercial, technical, operational, or all three.
Finding the right levers to pull to improve your KPIs is an almost impossible task when the feedback cycle is months long. Meanwhile your margins are compressing because onboarding is costing too much, your delivery team is over capacity and agitating for more headcount, and those Tier 1 logo announcements and case studies keep getting delayed and no one is quite sure why. Pouring resources into onboarding diverts it from your next big product bet, or entering a new market.
The Diagnostic Spike is a structured three week engagement to shine the light on what is working and what isn’t, so you can close the gaps in your delivery model with clarity and precision.
It uncovers:
- What really creates customer value and what doesn’t in the onboarding process.
- Where you could capture more value and revenue from onboarding activities.
- What the actual cost of onboarding is, and where you might have a “shadow PS” function in Engineering or CS bleeding margin.
- How effective your governance is, and where it is helping or hindering value creation and TTV.
The diagnostic methodology is rooted in the practical and is built on 25+ years of experience improving operations supported by an MSc in Systems Thinking focused on organisational change. It is field-tested across start ups and Tier 1 enterprises to uncover the anti-patterns in your operations that cause delay and consume resources.
I work with your delivery, finance and customer success teams to map the current state, identify root causes, and lay out a prioritised list of interventions.
You get a diagnostic report with:
- your current performance mapped to existing activities
- a heat map of where time and money are leaking from your post-sales processes
- a tailored implementation roadmap of improvements
- a leadership readout
- a structured handoff to your onboarding owners so they are prepared for success
This is the methodology I have used to repeatedly produce real, sustainable improvements to Time-to-Value and operational cost.
- As VP of Client Services at a 3x ARR scale up Enterprise fintech: Time-to-Value shrunk by 88% (API) and 93% (SaaS Dashboard) while leaning out onboarding team headcount by 40%
- As Director of Marketing Operations at a $15B USD ARR enterprise: Cut Time-to-Value from 35 days to 5 and enabled a 20% headcount reduction in a core GTM flow
From £10,000.
Reach out or book a free 30 minute scoping call to see how to cut time to customer value.
