Consultancy · Building CS
Turn disconnected customer activities into a deliberate operating model — with clear ownership, measurable outcomes and a plan for growth.
The Kent & Co Maturity Matrix
Each stage changes what the business can see, predict and influence.
Choose where you are today to see what needs to change next.
Where are you today?
Where are you today?
Ownership
Founder / Sales / Support
Next: Dedicated CS owner
Strategy
No clear direction
Next: CS goals defined
Outcomes
Success = onboarding
Next: Milestones tracked
Operating model
Ad hoc
Next: Repeatable
Intelligence
Memory & lagging data
Next: Basic health signals
Commercial
Churn discovered late
Next: Renewals tracked
AI & scale
Manual
Next: Documented
What changes as you mature
VisibilityConsistencyOutcomesPredictionCommercial advantage
What changes next · Foundational to Defined
You don't need a CS team to start. You need an owner, one core journey and a few basic signals.
If you stay here: Every customer is handled differently, and churn is discovered at renewal.
Start with
Work with Kent & Co
Whether your customers are still looked after by the founder, sales or support, or you've just made your first CS hire, there are a few ways to get the first stage right without a big commitment.
Start with a conversation
Tell us about your business, your customers and how they're looked after today. We'll explore where you sit on the roadmap and whether Kent & Co is the right fit.
No obligation. No hard sell.
One problem. A fresh perspective. A clear next step.
R1,50090 minutes
Bring a specific challenge involving retention, churn, customer outcomes, operating models, KPIs or team effectiveness. We'll work through the problem and identify the decisions that matter.
What you get:
Understand where your Customer Success function stands — and what needs to change next.
R5,000Fixed fee
A structured review of your current approach to customer outcomes, lifecycle management, operations, data and commercial performance.
What you get:
Designed for founders and CS leaders who need clarity before investing in change.
Make better Customer Success decisions with an experienced operator in your corner.
From R6,000per month
Ongoing one-to-one advisory for founders and CS leaders who want to strengthen their strategy, improve their operating model and connect customer progress to commercial performance.
What you get:
Monthly advisory is scoped to your needs, with no implementation agency or outsourced CS team attached.
All prices are introductory launch prices in South African rand, with no VAT added. Scope and availability are confirmed before any engagement. Paid sessions need 24 hours' notice to cancel or reschedule; see the booking terms.
How we work
It starts with a free 30-minute consultation. From there: name the problem, set objectives, design initiatives, define KPIs, timeline, dependencies, resources — the same sequence behind every strategy Kent & Co has written.
Questions
No — Foundational is stage one on the maturity model, and most first-time engagements start there. A free 30-minute consultation is the place to begin: no formal function needed, just your customers and the challenges you're facing.
The diagnostic is a fixed-fee review that shows where your Customer Success function stands and what to address next. Ongoing advisory is the monthly relationship that helps you act on it, with two sessions a month and guidance in between.
With them. Heroes don't scale, processes do — the goal of every engagement is a system your team can run without Kent & Co in the room.
Get in touch
One problem, understood, is enough to start. We'll reply within two working days.
No long brief needed. Tell us what's happening and we'll take it from there.
Fill out the form and we'll get back to you.