Retention starts with service
Acquiring new customers is 5 to 7 times more expensive than retaining existing ones. Yet most companies invest the majority of their budget in acquisition. I help you restore the balance: the right people, processes and tools to turn your service department into a growth engine.
🎓 Team Training
Conversation skills, tooling, escalation processes and tone of voice. Turn your team into true service professionals.
🏗️ Support Setup
Ticketing, SLAs, knowledge base, routing and reporting. A support operation that scales with your growth.
🚀 Customer Success
From reactive to proactive. Health scores, onboarding flows, and QBRs that drive upsell and retention.
📊 Metrics & KPIs
CSAT, NPS, first response time, resolution time — measure what matters and steer towards improvement.
Team training
You can have the best tooling in the world, but if your team doesn't know how to help a dissatisfied customer, it's useless. I train teams on both hard skills (tooling, processes, templates) and soft skills (empathy, de-escalation, proactive communication).
Not a one-time workshop that everyone forgets, but a program that aligns with your daily practice. With concrete tools, practice scenarios, and follow-up to make sure it sticks.
Support setup
Whether you're setting up a support team for the first time or want to professionalize your existing operation — I help with the complete setup. From tool selection and configuration to workflow design and reporting.
Think of: ticketing systems, automatic routing, SLA management, self-service knowledge bases, and dashboards that give your team and management real-time insight into performance.
Setting up Customer Success
Customer Success goes beyond support. It's proactively working towards the success of your customers, so they not only stay but also grow. That means: structured onboarding, health scoring, regular check-ins, and a process that identifies upsell opportunities.
I help you set up a Customer Success function that fits the stage of your company. For a startup that looks different than for a scale-up with hundreds of customers.
For the technical implementation of tooling, I bring in specialists from my network where needed. HubSpot Service Hub implementations go through Pack of Nodes.
How strong is your customer service?
Take the free Service Scan and discover where you can improve customer satisfaction and retention. A clear picture in 5 minutes.