Situation
A Fortune 500 enterprise technology company sought to monetize a portion of its customer success portfolio by attaching high-value success offers to product sales. The goal was to create a new revenue stream to help offset increasing costs.
To make attached sales possible, the company needed to rework its pricing process to support:
- Price setting for each offer
- Quote generation for sellers
- Seller enablement for value-based conversations
- Contract creation and execution
Action
Keenan Reid Strategies embedded a team of expert operations consultants alongside the client project team for a year to lend expertise to key areas.
As part of the work, our consultants:
- Developed monetization strategies and pricing models for customer success offers.
- Documented the new pricing and systems business rules.
- Aligned stakeholders across success, product, operations, and sales leadership.
- Developed the L2O process architecture and business requirements.
- Supported change management, communications, and field training.
Results
The attached sales model was approved, engineered, and implemented as a year-long pilot. Following the pilot, it was officially launched.
Since implementation, customer success offers have generated over $500 million in new revenue—turning a cost center into a strategic growth driver.
