B2B SaaS and technology
Signups are not the problem. The fortnight after the signup is the problem.
BREME maps your activation and renewal journeys, finds where accounts quietly stall, and turns what we find into a plan for carrying people to first value and back again at renewal.
Thirty minutes to work out whether you need an Experience Review or a Journey Sprint, and what either would involve for you.
If this sounds familiar
- Plenty of signups, and a stubborn gap between signing up and doing the thing that makes the product stick.
- The onboarding sequence was written by whoever had time, and nobody has looked at the sequence since.
- Renewal is a calendar reminder in a CSM's diary rather than a journey the customer has been on.
- Expansion happens when a customer asks, not when product usage says they are ready.
- Marketing, support and product data live in three places and nobody can see one customer's whole story.
- You are about to hire a lifecycle or automation manager, and there is no system for that person to inherit.
The six pillars here
What each pillar looks like in this world.
01ClarityA new user knows what success looks like in week one, and the product tells them whether they are getting there.
02ConsistencyWhat sales promised, what onboarding delivers and what support says are recognisably the same story.
03EaseReaching first value takes fewer steps than the trial allows, with help arriving before the user goes looking.
04ConnectionCommunications reflect what the account has actually done in the product, not only which segment they landed in.
05Follow ThroughThe implementation plan agreed during the sales process is visibly tracked and closed out.
06MomentumAccounts keep adopting new capability across the term, so renewal is a formality rather than a negotiation.
Who this is for
The organisations this work suits.
B2B SaaS companies of roughly 20 to 500 people, tech-enabled services with contract or subscription models, and platforms where activation and renewal carry the revenue. You already run HubSpot, Salesforce, Intercom or Customer.io, and the gap is design and ownership rather than tooling.