Consultancy · Practising CS
One-to-one mentoring and practical workshops for CSMs, CS Ops and first-time CS managers who want to think more commercially — and become the kind of operator businesses need.
The Kent & Co Customer Value Chain
Customer Success earns its seat when it can draw a line from what a customer does to the value they create. This is that line.
03
What the customer is trying to achieve.
Not “are you using the product?” but “what are we trying to change in your business?”
In practice
Every account needs a named objective, an owner, a target and a date.
03
What the customer is trying to achieve.
Not “are you using the product?” but “what are we trying to change in your business?”
In practice
Every account needs a named objective, an owner, a target and a date.
The line of sight. If you can't connect the action to the outcome, you can't prove the value of Customer Success.
Work with Kent & Co
Whether you're a CSM working a difficult account, in CS operations or managing a team for the first time, there are two ways to build your practice: one-to-one mentoring or a workshop for the whole team.
Start with a conversation
Tell us about your role, your customers and what you want to get better at. We'll explore where mentoring or a workshop would help and whether Kent & Co is the right fit.
No obligation. No hard sell.
Build your confidence, strengthen your commercial thinking and get better at the work.
R1,00060 minutes
For Customer Success practitioners who want to work through a difficult account, sharpen their skills, prepare for leadership or make their next career move.
What you get:
No package required. Book a session when you need one.
Practical skills. Better customer outcomes.
Priced to scope
Practical, instructor-led workshops that help Customer Success Managers sharpen their craft and handle real-world customer challenges with confidence.
Workshop topics:
Each workshop focuses on practical techniques, real-world scenarios and skills participants can apply immediately in their roles.
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.
Activity vs. attribution
Activity reported
So what?
Outcome-led
Now the activity has meaning.
Activity without attribution is noise.
Action → Progress → Outcome → Value → Growth· Figures are illustrative.
Why it matters
It's easy to measure what customers do without knowing what those actions are helping them achieve. The craft is connecting the two.
Activity
Easy to count.
More of everything. No way to tell what it achieved.
Progress
Every action tied to what it achieves.
Activity is not the outcome. Progress is.
Questions
With a 1:1 mentoring session. Bring a difficult account, a skill you want to sharpen or a career question, and leave with practical feedback and next steps.
No. Mentoring has no package: book a session when you need one.
Yes. Customer Success Workshops are practical and instructor-led, covering topics such as renewal and retention conversations, health scoring and churn signals, onboarding and adoption, and managing difficult accounts. They are priced to scope.
Get in touch
Mentoring or a workshop, it starts with a conversation. 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.