Phase 6 · Delivery & Customer Experience · Value Customers Can Feel
Customer Onboarding
The most expensive moment in the customer relationship is the first 30 days · because that is when most customers decide whether they keep paying.
Customer onboarding is the engineered first experience that converts a new customer's hope into a first proof of value. We design the onboarding so the customer's first 30 days produce the result they bought · which is the foundation of every renewal that follows.
The Pain We Solve
You may recognise yourself in one of these.
Three audience scenarios · because the same service produces a different transformation depending on where you are in the business journey.
Scenario 1
The startup with high early churn
Customers sign up · and disappear within 30 days. The product worked enough to convert them; it did not work enough to keep them. Onboarding is the gap.
Scenario 2
The SME with inconsistent customer experiences
Some new customers love the onboarding; others find it confusing. The variance is not the product · it is the absence of a designed onboarding system.
Scenario 3
The enterprise with customers slow to activate
Customers buy and then spend months not using the product. The pre-revenue period extends, the value moment is delayed, and renewal risk is rising.
The Impact It Creates
The Moment You Will Feel the Difference.
Customers achieve first value in days rather than months
Early-stage churn drops markedly
Customer-success team has a documented system to operate against
Renewals and expansion become much more likely
What You Receive
The Specific Deliverables.
Tangible outputs · documented, dated, and yours to keep.
- Customer onboarding journey design
- Welcome, kick-off, and milestone framework
- Onboarding materials and training assets
- Customer-success playbook for onboarding
- Time-to-value measurement and tracking
- Onboarding KPIs and dashboard
The Outcome
Where You Will Be on the Other Side.
Every new customer experiences a deliberate, value-producing first 30 days · which is the foundation of long-term retention. The onboarding becomes a system that scales without losing quality.
Investment & ROI
Pricing Engineered Around the Value You Create.
Every engagement is sized against the value we believe we can create with you · the fee is always a fraction of the outcome. Four tiers · so the investment matches your stage of business.
Tier 1
Foundations
£5,000 – £15,000
Right for
Pre-startup, startup, and micro-business founders ready to build on evidence rather than instinct.
Typical Value Created
£100K+ in retention savings, NPS lift, and reduced churn
Engagement
4 – 8 weeks
Target Return
5 – 10× ROI
within 12 – 18 months
Tier 2
Acceleration
£15,000 – £50,000
Right for
Growing SMEs and established small businesses ready to scale a working model into the next revenue band.
Typical Value Created
£500K – £5M in customer-lifetime-value expansion and operational efficiency
Engagement
8 – 16 weeks
Target Return
5 – 10× ROI
within 12 – 18 months
Tier 3
Transformation
£50,000 – £250,000
Right for
Medium enterprises and scale-stage businesses ready to commit to a multi-quarter, organisation-wide shift.
Typical Value Created
£2M – £20M in customer-base appreciation and recurring-revenue protection
Engagement
3 – 9 months
Target Return
5 – 10× ROI
within 12 – 18 months
Tier 4
Enterprise
£250,000 – £2M+
Right for
Large enterprises, global operators, and complex organisations ready for a multi-year strategic partnership.
Typical Value Created
£10M+ in customer-economics transformation, retention infrastructure, and renewal scale
Engagement
12 months and onward
Target Return
5 – 10× ROI
within 12 – 18 months
Why We Price This Way
Every engagement is sized around the value we believe we can create with you. The fee is always a fraction of the outcome · typically 10 – 20% of the expected first-year return.
This is how we make sure pricing aligns with results. The conversation is never “what does this cost?” · it is always “what is this worth to your business?” We answer that together in the first call, transparently, and decide the right tier from there.
If we cannot articulate a credible 5–10× return for your specific situation, we will tell you in the first call. That honesty is part of why our clients trust us with the work that matters most.
Why This Conversation Matters
“Most customer churn is decided in the first 30 days · whether the company knows it or not. Onboarding done well is the cheapest retention insurance a business can buy.”
A 90-minute structured strategy session · produces a usable roadmap whether you engage further or not.
More in Phase 6