Top B2B companies grow 13% without a single new customer. The difference is catching churn weeks early and turning renewals into expansion.
Churn is rarely sudden. Expansion is rarely accidental. Both need a system.
Customers don't cancel in a day. The signal builds over weeks, engagement drops, usage declines, support tickets increase. Without a health score model that reads these signals automatically, the warning arrives as a cancellation notice.
Top B2B companies generate over 50% of new ARR from existing customers. Most don't have an expansion playbook, no upsell trigger map, no usage-based signal, no structured moment to have the conversation. The revenue is in the account. The system to capture it doesn't exist.
CS, sales, and RevOps all touch NRR and none of them fully owns it. Renewals get managed reactively, EBRs don't run on a cadence, and the expansion motion isn't coordinated with the sales motion. Companies running regular EBRs report 33% higher expansion revenue. Most don't run them at all.
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We review your churn history, renewal process, customer health data, and expansion track record. We identify where NRR is leaking, which accounts are at risk, and what expansion potential exists but isn't being captured.
Health score model, renewal playbook, expansion playbook, EBR cadence. Built from your product data, your customer base, your CS team structure. The system reflects how your accounts actually behave, not how a generic framework says they should.
Churn AI reads health signals and predicts at-risk accounts weeks early. Expansion AI identifies upsell-ready accounts automatically. NRR AI tracks renewal probability and expansion momentum across every account simultaneously.
Health score live. Renewal playbook running. Expansion triggers mapped. First EBRs scheduled. The existing customer base becomes the most efficient revenue source in the business, managed by a system, not by CS bandwidth.
Yes. We build the health model from whatever signals exist, CS touchpoint history, support ticket trends, login frequency, billing health, stakeholder engagement. Product usage data makes it sharper, but it isn't a prerequisite. We assess what's available in the session and calibrate accordingly.
CS tools track data. Phase 06 decides what to do with it. The health score weightings, the expansion triggers, the renewal playbook, and the EBR cadence are all built specifically for your accounts, not the default configuration your CS tool ships with. The system uses your data to make decisions, not just to display it.
Yes. The four outputs are designed to work together, but each has standalone value. If expansion is the immediate priority, we scope the engagement there. In practice, the expansion playbook works better when health scores are running. You want to know which accounts are ready to grow before starting the conversation.
Phase 05 makes new revenue predictable. Phase 06 makes existing revenue grow. They share data. The revenue dashboard from Phase 05 and the NRR model from Phase 06 are most useful when they sit in the same system. Running both is the full GTM OS picture. But each works independently.