Revenue Up 9%, Churn Down 37% - SaaS CX Transformation

Industry: SaaS / Technology Challenge type: Customer retention · CX transformation · Operating model Headline outcome: Revenue +9%. Profitability +39%. Churn reduced by 37%. NPS improved by 110%.

The situation A SaaS business was struggling to retain customers, particularly in retail. The operating model was fragmented - siloed teams, inconsistent journeys, no shared view of the customer. The company needed to shift from product-led to customer-led without losing commercial momentum.

What we did Ran a CX maturity assessment at group and country level. Developed a global strategy, then adapted it for local implementation in France. Mapped customer journeys and built personas. Prioritised 10 high-impact projects using a structured framework. Designed industry-specific tools including a sales kit and partner consultation framework. Built a customer portal for ordering, delivery tracking, invoicing, and feedback. Ran staff workshops to embed customer-centric culture.

Results Revenue: +9%. Profitability: +39%. Customer acquisition: +13%. Churn: -37%. NPS: +110%. The company became a trusted transformation partner to its own clients.