The Customer Agenda is a strategic practice for scaling SaaS companies, designing and delivering the programs that move retention and expansion as one operating model across the customer-functions.

Working alongside executives and teams who own the work means co-designing the program, leading delivery, and staying through to adoption. That puts The Customer Agenda at the executive table and at the delivery level, accountable for the outcomes that matter: retention, NRR, time-to-value, expansion and customer advocacy.

Most companies treat retention as a customer success problem. It is a cross-functional revenue problem that runs across sales, marketing, customer success and product. AI is reshaping each of those functions, and the work keeps every AI decision tied to customer and commercial outcomes.

The Customer Agenda Framework carries the work, an eight-stage methodology from Diagnose to Optimise. At its centre sits The Alignment Canvas, which turns executive approval into real alignment before delivery begins. Most program failures happen before the first workstream starts. The framework exists to prevent that.

The practice works with SaaS companies entering their next phase of growth, typically at Series B and C.

The Customer Agenda

Org chart

Teams

Offices

The Customer Agenda

Org chart

Teams

Offices

Related companies