Specalized Software Publisher solutions to accelerate customer time-to-value, reduce churn, and increase NRR
We recognize that the technology ecosystem requires synergy between the Publisher and the Buyer. We are uniquely positioned to be the link between the two, unburdening Publishers to focus on developing a great product while we provide a world class service that turns post-sales into to a value realization revenue engine that serves your customers with greater clarity, control, and confidence.
THE CHALLENGE
Most business software is too complex to be completely self-service, while companies often lack the internal resources needed to achieve success, leading to an overreliance on the Publisher to help them achieve value from the Publisher’s software. This leads to…
A CUSTOMER EXPERIENCE THAT DOESN’T SCALE
A Leaky Bucket
Churn
Customers who don’t see value within the first 90-day “Critical Window” unlikely to renew.
Contraction
Customers will downgrade because they haven’t been “sticky” enough in their daily workflows.
Low NPS/CSAT
Promoters turn into Detractors, making it harder for Sales to use them as references or cross sell the rest of the platform.
An Implementation Black Hole
Time-to-value Skyrockets
If go live takes too long, the executive sponsor who signed the check will lose interest or switch jobs before they see a ROI.
Deferred Revenue Recognition
In many SaaS accounting models, you can’t recognize subscription revenue until the implementation is “live.”
Scope Creep
Poorly managed service delivery leads to “over-delivery,” resulting in wasted hours and a negative margin contribution.
Product Roadmap Blindness
Inconsistent Feedback Loop
Product feedback is driven by the squeaky wheel instead of strategic insight, leading to scattershot roadmaps and features nobody wants.
High “Bug” noise
Engineering spends all their time on “save-the-customer” fixes instead of innovation.
Poor Training
Support and engineering tickets spike for things that should be “how-to” questions.
Market & Brand Erosion
Referenceability
Peer reviews (G2, TrustRadius) and back-channel references are everything. A trail of “failed implementations” increases the cost of customer acquisition and erodes existing brand reputation and market trust.
Stagnant Expansion
Missing Upsells and Cross sells
A CS team focusing on “surviving” the renewal rather than identifying opportunities for the customer to buy more modules or a higher tier license.
The “Silo” Effect
Without a strong feedback loop and advisory guidance, account executives will be flying blind when they try to expand an account.
SERVICES WE PROVIDE
Our services are grouped into the following main domains:
IMPLEMENTATION & CONFIGURATION
Get customers operational quickly to decrease time-to-value and accelerate ROI
ONGOING VALUE REALIZATION
Subscription services to keep customers healthy and continuously achieving value from your solutions
QBR & ROADMAP MANAGEMENT
Orchestrating and facilitating the presentations and feedback loops at scale
PROFESSIONAL SERVICES
Supplement your existing team, or a partial or complete outsourcing to improve company focus and increase margin percentage
CUSTOMER SUCCESS MANAGED SERVICES
Supplement your existing team, or a partial or complete outsourcing to improve company focus and unlock enterprise value
VALUE WE DRIVE
We recognize that the technology ecosystem requires synergy between the Publisher and the Buyer. As the link between the two, we augment and supplement your customer success and professional services teams to help you operate with greater clarity, control, and confidence.
SOFTWARE PUBLISHERS
Driving Success & ROI
● Churn Reduction ● Cross/Up-sell willingness ● Customer Success as a Revenue Center
● Ecosystem Integration ● System Implementation & Configuration ● Platform Optimization
● Increase in Customer Satisfaction ● Higher CLV ● NRR Increase
THE BOTTOM LINE IMPACT
THE PRAXELON PROMISE
Whether augmenting or replacing your customer success or professional services functions, we deliver the breadth and depth of talent and experience needed to reduce operational risk, drive the next phase of growth, and create sustainable long-term value