30-Day CXRX
Quit wondering how your customer team provides value and scales effectively as your business grows. I'll give you the tools to position them for clarity, direction, and value-add ROI in 30 Days
Your Customer Team Is Broken.
I’m through defending my industry and the mistakes we perpetuate. I’m fixing that for every Founder and Executive that cares about getting it right. Better yet, I’ll teach you how to fix it yourself, for free, in 45 minutes.
If your customer teams…
Measure activity and not outcomes.
Are reactionary, defensive, territorial, or protectionist.
Point to passive metrics like CSAT, NPS, and ARR to defend their budgets.
Manage traffic instead of innovating and creating efficiencies.
…your customer team is broken and you can fix it.
The Blueprint
There is no copy & paste for your customer functions. Your team needs a custom fit for your company and your customer. You need a plan. I’ve got one. I’ll give it to you in one 45-minute session, for free.
STAFF
Vision | Strategy | Operation
TECH
CRM | Reporting | Roadmap
METRICS
Staff | Company | Customer
RESULTS
Profit | Scale | Retention
So what’s the catch?
Nearly every time I meet with a Founder or Executive about their customer teams, I see the same dysfunction, over and over again. They’re frustrated by the passivity and reactionary position of their team, and as customer professionals, it’s our fault.
I routinely see underperforming staff, frustrated with where they are, no game plan to get themselves into a value-add position, and no skills to deliver the change that’s needed.
The absolute worst of it, are the customer professionals and consultants running the same old playbooks that continue to bury these problems in more staff, more tech, outsourcing, etc. They solve nothing, increase your spend, and end in more frustrations for everyone.
You didn’t get this far in business without a healthy skepticism. I do consulting, and I’m happy to talk about how I can personally help you in that capacity if you’d like, but this is not that. I am offering this 45-minute consult for free, no obligation, no pitch, no gimmick, no catch. But why?
That’s why.
I have a sense of responsibility and ownership to fix what my colleagues have so woefully neglected so that businesses can thrive and find excitement in their relationships with their customers again.
My approach is unique. I start with the employees and tie everything customer teams do through the customer and back to the business, focusing every person and every activity around outcomes. Time and again, I’ve applied this proven formula and set up employees, teams, customers, and companies up for ongoing success, equipped to scale and excited about the road ahead.
Packaging this service for sale only perpetuates the inanity of our profession. Customer professionals establish systems and processes that serve to perpetuate themselves getting paid, not move forward. They are protectionist, too scared to innovate, or too incompetent to succeed. Not me.
You have ambition, but moving your career forward doesn’t happen by chance, it’s intentional. I can help you take your career to the next level, and I’ll do it for free. No catch.
Professionals
Founders
Your startup has vision. Structuring your customer team for success and scale early is essential to maximize your opportunity. I specialize in creating strategies that win.
Your business is thriving. Unlock growth verticals by measuring, delighting, and retaining your customers. I can do that and transform your business.
C-Suite
Take the next step.
Careers are fraught with obstacles, both natural and artificial. Overcoming them can be as simple as how well you identify the best path forward, frame the challenge, and take advantage of the opportunity. I bring decades of leadership experience, focused on helping people nurture their careers. If you have been looking for a way to unlock your impact and earning potential, here it is. Just book some time with me and let’s talk about it. No cost, no catch.
Transform your customer organization.
You’re at the helm of a successful company, either trying to grow into a multi-billion dollar business or to reach new verticals and expand the impact of your mission. Endless investment into a reactionary approach to your customers, without shared goals, measurable outcomes, and a pipeline of business intelligence feeding back to your product teams is common. Every company and customer is different, but I can put you on the fast track to transforming this function in your organization. Book some time with me to get started or just talk it over. There’s no charge.
Building a Voice of the Customer program or developing a Customer Health Score is essential to insure your business flourishes in a dynamic environment. Customer data isn’t linear, but it does lend itself to systematic analysis and actionable learnings. This can feel daunting, and expensive, but simple building blocks can provide dividends on day one without a ton of overhead. It’s time to put your business on a path to maximizing your customer teams as value added profit centers, not cost centers, and I’ll show you how.
Shape your business around the customer.
Brian Larsen
Hi, I’m Brian Larsen. I am a passionate customer expert with more than two decades of accomplishments leading service, support, success, and experience teams for B2B SaaS and DTC offerings. I’ve built robust customer programs from scratch and invigorated existing teams and programs across numerous industries in the United States. I’ve run every phase of customer engagement from discovery to retention, including the Phenomenal Support™ at Practice Fusion.
I pride myself on delivering best-in-class outcomes everywhere I go, but the biggest accomplishments in my career have been…
leading people to discover and amplify their talents, grow their careers, and unlock happiness in their professional lives. I am a committed servant leader who invests in people and creates exponential business impact by helping driven employees deliver their best work, creating measurable and profitable outcomes that move their careers forward and advance company goals. But don’t believe me; see what they say below.
Helping companies unlock their approach to customers that focuses on outcomes and not activities. I’ve personally lead teams to enormous growth and consulted with startups and fully-established companies to revolutionize their relationships with their customers, bringing actionable insights back into the business.
Follow me on LinkedIn and book some time with me for free (yes, really!) I am looking forward to meeting you.
Do you have questions? I have answers.
“Brian is 100% a leader with an astute business strategy mindset and impressive emotional intelligence. I have watched Brian navigate organizational challenges and complex CX programs with the critical thinking skills I’ve only read about in Walter Isaacson’s biographies.”
—Freyja A.
”During my time working with Brian, I was constantly impressed with his leadership and customer-first focus. No matter the time of day, Brian was always willing to roll up his sleeves and jump right into problem-solving mode, all while maintaining his professionalism and being a mentor to his team and others within the organization. Truly a one-of-a-kind leader, I would work with Brian again in a heartbeat.”
—Emily R.
“Brian was hands down the best boss I’ve ever had - and I’ve had a lot of amazing, formative bosses!”
—Quinn D.
“Few people get the opportunity to work for a manager with a passion for developing his employees like Brian. He hired me at a crossroads of my career, as I attempted to make the transition to a technical role. From the very first day, he gave me thoughtful projects, constant support, shared stories and advice that I still reflect on, and made me part of a team of hard-working, smart, funny, and kind people.”
—Shannon W..
Try a session for free and see what I can do for you.
There’s no commitment, pressure, cost, or obligation.