Category: Analytics

Standardized and Improved Support Offerings to Strengthen Customer Satisfaction and Drive Revenue Retention and Cross-Sell for Installed Base

$300M provider of mature systems software and database solutions wanted to simplify and harmonize disparate support offerings to protect and grow its customer base. We developed standardized, improved Support offers, processes and controls to increase customer satisfaction, retention and cross-sell.

Transformed Customer Success Model, Organization and Practices to Improve Net Retention and Drive Adoption

A SaaS provider with $1B+ in annual recurring revenue needed a Customer Success strategy to improve net retention and drive adoption of a new product platform across its installed base. We redesigned the Customer Success model, organization and practices and developed the 18-month transformation roadmap and investment case to achieve their goals.

Conducted Acquisition Due Diligence and Developed 3-Year Improvement Roadmap

A top-tier private equity firm evaluating a multi-million dollar enterprise communication software provider
engaged Waterstone to perform acquisition due diligence focused on the target company’s Professional Services, Maintenance and Cloud businesses. We evaluated the target company’s current performance, underlying performance drivers and intrinsic risks and developed a 3-year go-forward improvement plan.