Your client revenue problem may be an operating-model problem.
For executives accountable for retention and expansion.
When retention slips or expansion stalls, the cause is rarely where it shows up. I help executive teams find where client revenue is actually breaking, then build the operating discipline to fix it.
When I get called in
You can see the numbers moving. You can't see why.
Each of these is a symptom. The EGA Model finds the structure underneath it.
Strong retention gets you to the table. In a raise or an exit, investors and buyers want to see the system that produces it. I help leadership teams build that system before anyone asks for it.
See how the Diagnostic works →- Retention is becoming harder to predict
- Expansion depends too heavily on individual relationships
- Your client team is carrying a revenue number without the operating model to support it
- Leadership lacks visibility into client risk and opportunities
- The organization is growing but client revenue is not becoming sufficiently predictable
The EGA Modelâ„¢
Seeing the symptom? Here's where to look.
The model traces retention and expansion problems back through three layers. Each one can only carry what the layer beneath it supports.
Structure
Retention, expansion, advocacyUnpredictable revenue. Expansion that depends on individual relationships. Churn risk nobody notices until it’s too late.
Foundation
Client trustRenewals that turn reactive. Clients who aren’t getting consistent value. Teams working from different versions of reality.
Footings
Culture of client centricityClient centricity that lives in presentations, not decisions. Internal priorities that override client outcomes.
Each layer can only carry what the layer beneath it supports.
The first step
Start with the Client Revenue Diagnostic.
Before you restructure a team or hire a new leader, find out where client revenue is actually breaking. I review your retention and expansion data, interview leaders across functions and give you a clear answer and a plan.
Duration2 to 4 weeks
ScopeFixed fee
Built onThe EGA Model
01
Your weakest layer, and why
Whether the gap sits in your culture, your client trust or your revenue structure.
02
The three to five changes that matter most
Not a long list. The few moves with the biggest impact on retention and expansion.
03
A practical sequence
What to do first, what can wait and who owns each step. Your team can run it with or without me.
30 minutes on your situation and what’s driving it.
After the Diagnostic
The work takes one of four shapes.
Call me when
You have a specific problem and want an experienced outside view
Advisory and Consulting
Call me when
You need senior client leadership in the seat now, not full time
Fractional Chief Customer Officer
Call me when
You’re building or rebuilding how retention and expansion work
Operating Model Design
Call me when
The structure exists but execution is uneven
Executive Coaching
About
Advice from someone who's carried the number.
I’ve spent my career accountable for client revenue, not commenting on it from the outside. Product and partnerships at Citibank and AIR MILES, then building and leading Client Success at a fintech scale-up. My first EGA engagement started as fractional advice and became a seat on the founding leadership team.
Leading loyalty partnerships taught me that clients stay for value and grow for trust. B2B relationships follow the same rules. Most organizations measure the first and leave the second to chance.
$80M+
Enterprise revenue and P&L accountability
95%+
Gross retention sustained across Tier 1 financial institutions
10x
Variable revenue scaled through a pricing and governance framework I built
20+ years
Accountable for client revenue on senior leadership teams
Insights
Questions executives are already asking.
Point of view
What can B2B companies learn from the world's best loyalty businesses?
Why clients stay for convenience or for trust, and which one drives expansion.
Read article →
Client revenue
What protects a renewal before the renewal conversation starts?
How metrics and relationship depth protect renewal and expansion.
Read article →
Client revenue
Why does expansion stall when your teams don't trust each other?
Why internal trust matters as much as external relationships.
Read article →
If client revenue isn't performing to model, that's a structural problem.
Let’s talk about what’s driving it and what it would take to fix it.