Customer follow-up and customer success systems
Customers who come back.
Clients who stay.
We build the system behind both
Automated follow-up for owner-run businesses. Customer success systems for teams who look after clients. Both set up in the tools you already use.
Thirty minutes, no charge, no deck.
Find your way in
Different businesses, different problems.
Go straight to yours
The Problem
This is not a marketing audit. The work is a system review
A customer experience is never in one place, which is exactly why the breakdown is so hard to find.
The experience your customers have is spread across teams, systems, processes, communications, handovers and the expectations set long before anyone signs anything. Every person inside the organisation sees one part of that experience clearly and the rest only in fragments.
So the theories multiply. The sales lead blames onboarding, operations blames the brief, and leadership adds another tool or another campaign on top of a journey nobody designed in the first place.
BREME looks at the whole customer experience as one system, names what to fix and what to stop touching, and puts the work in an order your team can actually follow.
One customer's year
The first sale gets all the attention. The rest of the year goes quiet
Pick an industry and look at what most businesses send across a customer's first year. Then switch to a mapped journey and watch the middle fill in.
The BREME Method
Six pillars. Every customer experience holds or breaks on these
Scoring a journey against all six turns a vague sense that something is off into a ranked list of specific things to fix, in order.
How it works
The BREME engagement is structured and deliberate
Six steps from where you are now to a plan your team is already behind.
- 01 / 06
Discover
We listen before we map.
Interviews with the people who touch the journey, from leadership to the front line, plus a proper look at your data, your existing flows and your support volume.
You walk away withStakeholder interviews and a data review
- 02 / 06
Map
What customers actually experience.
A facilitated session mapping the journey your customers really take, stage by stage, rather than the one drawn on the process document.
You walk away withA current-state journey map for one or two priority journeys
- 03 / 06
Analyse
Every friction point, scored.
Each point of friction scored against the six BREME pillars, with the evidence sitting behind every score, so opinions turn into a shared picture.
You walk away withA BREME Scorecard across all six pillars
- 04 / 06
Prioritise
Quick wins, separated from the big work.
A facilitated session ranking what to fix first, so the team agrees what happens this month and what needs a proper project.
You walk away withA prioritised list: quick wins and structural work
- 05 / 06
Roadmap
Ninety days, with names against it.
A written ninety-day plan with owners, effort estimates and the measure that will tell you each fix worked.
You walk away withA ninety-day plan your team can follow
- 06 / 06
Present
Decisions made in the room.
Final delivery to your leadership team, so the decisions get made together, not lost in a follow-up email.
You walk away withA leadership readout and decision session
Who BREME works with
The method holds. The work is built around your industry
A subscription cancellation in month three and a renewal that never got a conversation are not the same problem, even though the same six pillars find both. Every engagement is shaped around the journeys that actually carry revenue where you operate.
E-commerce & Subscription
Acquisition costs keep rising while repeat purchase rate stays flat. The post-purchase journey is a shipping notification and then silence.
Explore →Allied Health & Clinics
The diary is full and the treatment is good. Between visits, patients drift: plans stop halfway and recalls wait for a spare moment.
Explore →Associations
Members hear from you properly twice in their first year: the welcome and the renewal invoice. Everything that makes membership worth keeping happens in between.
Explore →Professional Services
Partners own the relationship and admin owns the paperwork. Between the engagement letter and the annual review, the client's year goes quiet.
Explore →Trades & Home Services
You do the job well, then everything goes quiet. Quotes nobody follows up, and next year's service goes to whoever comes up first.
Explore →Every sector
Training organisations and more. Pick your industry and see a customer's year the way your customers live it.
Explore →Guides
Specific answers, with the words to use
- Should I use a wait block or a rule block to delay emails in an Intercom Series?Use a Wait block when you simply want a set gap, such as Wait 3 days after entry, then send. Use a Rules block when the next email depends on what...
- How do I trigger an alert in HubSpot when a customer's health score drops?HubSpot's customer success workspace already logs an alert when a customer's health status changes, under Alerts on the Summary and Actions tabs, and...
- How do I remind subscription customers before their renewal is charged in Australia?Send an email about 7 days before the charge and a short SMS 1 to 3 days before, each with the date, the amount in AUD, what is included and a direct...
- What should a sales to customer success handoff checklist include?A good handoff checklist covers four things: why the customer bought (their pain, goals and how they'll measure success), who's who (stakeholders,...
Start with a conversation, not a proposal
Thirty minutes, no charge and no deck. We will ask about your customer experience and where you think people are dropping away, and we will tell you honestly whether an Experience Review is worth doing. Sometimes the answer is that you already know the problem and you need a builder rather than a diagnostic, and we will say so.