25 years of building high-performing account management and customer success teams — distilled into two frameworks that finally give post-sales a language, a motion, and a measurable north star.
MEDDPICC transformed sales. VITAL & GROW does the same for post-sales.
Stabilize before you scale. The VITAL framework builds the foundation. The GROW framework expands it. You cannot build the second floor before the foundation is set.
The diagnostic framework. Is this account truly healthy before anyone talks about growth?
The strategic framework. Where does this account grow — and how do we get there?
A 5-year customer can be immature. A 6-month customer can be deeply embedded. Maturity is measured in depth of relationships, use cases and proven value — never in years on contract.
Single champion, single use case. Value unproven. VITAL framework fully active.
Value proven, adoption real. VITAL complete. GROW framework begins.
Multi-threaded. Multiple use cases. Strategic conversations in motion.
In their roadmap. Champions carry your value. Compounding NRR growth.
The complete post-sales framework book. Case studies, frameworks, playbooks and the operating system that transforms how SaaS companies think about retention and growth.
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Templates, workbooks and playbooks that turn the frameworks into working tools for your team.
Run a full VITAL diagnostic across your portfolio. Identify risk before it shows in the data.
Learn more →Map expansion opportunities, multi-thread relationships and build the business case for growth.
Learn more →Score every account by maturity stage with weighted, stage-appropriate metrics that actually mean something.
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