Case File: 0068-C
Sector: Coaching & Consulting
Mission Objective: Uncover root causes behind low retention and missed upsell revenue

The Mission Brief

The company was bleeding renewals. Despite strong client outcomes, customers weren’t staying—and they weren’t buying more. Leadership couldn’t pinpoint the breakdown. That’s when MSSN was called in to run a full recon on internal alignment and post-sale execution.

Recon Findings

Our investigation revealed four critical gaps:

  • Inconsistent Messaging
    Sales reps were improvising explanations of service levels. No documentation. No standard.

  • Misaligned Expectations
    Clients were promised outcomes that didn’t match what the team could deliver.

  • No Customer Success Framework
    Clients were left in the dark post-sale—no check-ins, no structure, no feedback loop.

  • Missed Upsells
    Sales stopped after the contract. Opportunities for expansion were lost due to lack of visibility and process.

The Mission Plan

We issued a custom mission protocol designed to realign internal operations and boost customer lifetime value:

  • Entitlement Documentation
    Created standardized service-level summaries so reps could sell with clarity and accuracy.

  • Customer Success Program
    Built a proactive success framework: structured check-ins, consistent feedback cycles, and a clear path to value delivery.

  • Upsell Enablement
    Trained the CS team to spot upsell signals and act. Introduced playbooks to guide consultative expansion.

  • Pipeline & Handoff Processes
    Documented the post-sale transition and equipped reps with tools to manage expectations and close the loop with CS.

The Outcome

Within one quarter, the business was operating with new discipline—and reaping the results:

  • Customer Renewals Up 30%
    Jumped from 40% to 70% thanks to alignment and post-sale engagement

  • Revenue Growth of 80%
    Monthly revenue scaled from $50K to $90K due to stronger retention and upsells

  • Upsell Sales +30%
    CS team closed more high-tier coaching plans with zero extra headcount

  • Unified Messaging Across Teams
    Reps sold the same story. Clients got what they were promised. Confidence soared.

Case Closed

This mission proves that sales alignment isn’t just about the pitch—it’s about the handoff, the follow-through, and the experience.

✔ Clear documentation eliminates confusion
✔ Proactive customer success boosts retention and expansion
✔ Structured processes enable scale without chaos

Want to know what your team is missing?