SaaS Business Management ™

How We Serve CEOs, CROs, & CCOs

• SaaS Operating Model – It all starts with having clearly defined roles and responsibilities for the delivery of your SaaS service. ECI will help uplevel your RACI to an industry leading model for SaaS and include all cross-functional roles executing the customer experience.

• Digital Customer Success – Are you maximizing the potential of digital touchpoints to drive adoption, retention, and expansion? ECI will help you implement a scalable, data-driven Digital Customer Success strategy across all segments, leveraging automation, AI, and personalized engagement to proactively guide customers, reduce friction, and accelerate time-to-value. From in-app messaging to behavioral analytics, we’ll assess your existing tech stack, design tailored workflows (or optimize current ones), and execute within your SaaS applications, ensuring contextual, automated, and personalized engagement. Whether advising on best practices or hands-on implementation, we’ll optimize your tech stack and workflows to deliver a seamless, high-touch experience at scale, freeing your team to focus on high-impact relationships while boosting GRR and NRR.

• AI  – Are your GTM teams drowning in manual workflows while high-risk accounts slip through the cracks?  This  gap isn’t just an operational headache, it’s a strategic vulnerability in today’s AI-powered landscape.   We help SaaS companies accelerate growth and optimize GTM strategies with AI-powered solutions. Our services focus on transforming data into action, using machine learning and predictive analytics to uncover the highest-value opportunities for acquisition, retention, and expansion. We design and implement AI-driven workflows that streamline sales and marketing operations, enhance lead scoring, and personalize customer engagement at scale. From crafting an AI roadmap to deploying custom tools like automated reporting, intelligent forecasting, and recommendation engines, we ensure your team has the insights and automation needed to move faster and smarter. With a focus on practical, measurable outcomes, we bridge the gap between AI innovation and real GTM results for modern SaaS businesses. 

• Renewal Methodology & Playbook- Interested in increasing gross retention rates (GRR) for your business? ECI will help you align your renewal methodology to industry best practices and arm your sales and CS teams with a playbook to ensure renewals happen early.
• Customer Health Scoring – Are your customer health scores based on leading or lagging indicators? Are they product specific? Do they capture the holistic drivers of health in a balanced scorecard?  ECI will bring a best-in-class perspective to reboot your approach to customer health.
• Risk Review Process – How confident are you in your renewal forecast? Does your inspection
  and forecasting framework have the necessary rigor to detect churn ahead of time? ECI will
  provide a runbook with the operational rigor your sales and CS leaders need to hold teams
  accountable for performance and deliver results. Our approach has helped organizations
  drive GRR in the mid 90s.
• Expansion Cross Sell/Upsell Programs -Interested in growing Net Retention Revenue (NRR)?
  Leverage ECI’s industry leading programs to increase wallet share in your customer accounts.
• Go-To-Market Playbook – ECI will arm your sales and account management teams with a go-to-market “playbook” or sales guide to effectively market your SaaS offerings, outpace the competition and grow
  ARR.
• Seller Profiles and Compensation Models –  Do you have the right talent for a high-performance sales function?   Does your compensation plan incent the right focus and behavior?  ECI will help you uncover gaps in seller skillsets, adjust your hiring profile and align compensation plans to corporate goals.
• Executive Sponsor Program – Is your sales team effectively fostering and maintaining CXO-level relationships?  Do you have an established cadence for monthly and quarterly check-ins?  ECI will help you launch an effective sponsor program to ensure the long-term success of your program.