Start with evidence. Build what matters. Leave the capability stronger.
Assessment, Transformation and selective Managed Post-Sale / Build-Operate-Transfer sit inside one connected delivery method.
Assess → Build → Capability Transfer
One delivery method keeps work grounded in evidence and leaves the client stronger than when the engagement began.
Assess
Find the gaps. Validate evidence. Quantify the opportunity. Prioritize what matters.
Build
Design and implement the operating model, process, data, technology, automation, AI and organizational changes.
Capability Transfer
Embed the capability through governance, SOPs, learning, adoption reinforcement and knowledge transfer.
Executive-led transformation with scalable specialist delivery.
Net Positive CS leads the mandate, transformation architecture and governance, bringing in specialized AI, data, platform and delivery expertise as the engagement requires.
Assessment → Transformation → Managed Post-Sale when needed.
Post-Sale Operating System Assessment
Independent evidence-based diagnosis that identifies root causes, quantifies value-at-stake where supportable and defines what should change first.
- 27-question / nine-domain diagnostic
- Maturity + evidence confidence + improvement priority
- Economic opportunity where supportable
- 30–90 day actions + longer-term roadmap
Post-Sale Transformation
Convert prioritized findings into focused workstreams across operating model, lifecycle, learning, data, automation, AI, technology, organization and change.
Operating Model & Economics
Charter, governance, coverage economics and KPIs.
Lifecycle, Learning & Commercial Motions
Onboarding through expansion and renewal.
Data & Predictive Intelligence
Health, risk, expansion and value signals.
Automation & AI
Workflow automation, digital coverage and agentic motions.
Technology Enablement
CSP / CRM / PSA workflow, data and integration design.
Organization & Change
Role design, global delivery, SOPs and adoption.
Operate selected motions when ownership or capacity requires it.
Selective recurring delivery — with Build-Operate-Transfer available when the client ultimately wants to own the capability.
CS at Scale — folded into the managed model
Dynamic segmentation
Align service intensity to economic value, complexity and risk.
Digital / pooled coverage
Use lifecycle signals, campaigns and rapid-response intervention to extend capacity.
Global delivery
Use regional, nearshore, offshore and partner capacity where appropriate.
Renewal & intelligence operations
Centralize repeatable motions that benefit from scale, data and automation.
Ideas for the next post-sale operating model.
Selected perspectives support our transformation approach. Full articles live in Insights.
A health score is not intelligence until it changes a decision
Read perspective →Transform the system behind customer outcomes.
Start with a focused strategy session around the mandate, evidence and operating change your organization needs.