Enterprise retention and LTV strategy

Context

In enterprise accounts, experience rarely breaks at a single point. It breaks when sales, supply, product and operations read different signals. The work was to turn scattered conversations into a follow-up system for continuity, repeat purchase and trust.

Approach

• Map moments of risk: demand, stockout, approvals, new items and campaign changes.
• Translate Voice of the Customer into portfolio and commercial communication decisions.
• Create account cadences that connect sell-through data, commercial priorities and operational capacity.
• Maintain a shared narrative across customer, sales, operations and product.

Outcome

Success plans designed and executed for Tier-1 accounts (mass retailers such as Whole Foods, Walmart and Safeway), maximizing repurchase rates through collaborative demand planning and stockout reduction. More than an isolated customer success action, the value came from turning the relationship into a visible system: less reaction, more context and better prioritization.