Customer Success & Value Realisation

The single view of customer health, adoption, value and commercial growth — positioned as a value realisation function, not a support function.

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WrxFlo Strategic Principle

Everything Back To Value.

Every customer programme is measured by the business outcomes it delivers — ROI, cost savings, revenue generated, and reference willingness.

Customer Health

Loyalty, retention and overall portfolio health

Customer Health Score

At Risk

vs target 80

NPS

At Risk

vs target 50

Gross Retention

On Track

94%

vs target 92%

Logo Retention

On Track

96%

vs target 95%

Adoption

Are customers using what they bought?

Product Adoption

At Risk

71%

vs target 75%

Feature Utilisation

At Risk

63%

vs target 70%

Time To First Value

On Track

26 days

vs target < 30d

Value Realisation

Quantified business outcomes — Everything Back To Value

Business Value Delivered

At Risk

€42m

vs target €50m

ROI Delivered (median)

At Risk

4.2×

vs target 5.0×

Cost Savings (customer)

At Risk

€18m

vs target €25m

Revenue Generated (customer)

On Track

€28m

vs target €30m

Referenceable Customers

At Risk

vs target 25

Commercial Growth

Expansion, upsell and net revenue retention

Expansion Revenue

At Risk

€1.4m

vs target €2.0m

Net Revenue Retention

At Risk

108%

vs target 115%

Strategic Accounts

Top revenue accounts — health, value delivered, renewal & expansion

Account	Health	ARR	Value Delivered	Renewal	Expansion Opportunity
Acme Group	At Riskamber	€1.2m	€4.8m ROI	Oct 2026	Module add-on €240k
Northwind plc	On Trackgreen	€980k	€6.1m savings	Jan 2027	Multi-region rollout
Globex Industries	On Trackgreen	€820k	€3.4m ROI	Mar 2027	Tier upgrade
Initech	Criticalred	€640k	Pending baseline	Aug 2026	At-risk — recovery plan in flight
Umbrella Holdings	On Trackgreen	€540k	€2.2m savings	Feb 2027	Cross-sell — security module
Soylent Corp	At Riskamber	€480k	€1.6m ROI	Nov 2026	Renewal-in-discovery

Customer Success Governance

Cadence that drives accountability for customer outcomes

Monthly Customer Success Review
Monthly
Chair · Head of Customer Success
Portfolio health, churn risks, value delivered
Attendees: CS team, CCO
Quarterly Business Reviews (QBRs)
Quarterly
Chair · Head of Customer Success
Customer outcomes, ROI, roadmap alignment
Attendees: Customer sponsor, CS, Sales, Product
Customer Health Review
Bi-weekly
Chair · Head of Customer Success
Health-score movement, intervention plans
Attendees: CS, Support, Product
Renewal Planning Forum
Monthly
Chair · Head of Customer Success
T-180 renewal pipeline, expansion plays
Attendees: CS, Sales, Finance
Value Realisation Council
Quarterly
Chair · Head of Customer Success
ROI evidence, reference programme, case studies
Attendees: CS, Marketing, CCO

Value Realisation Framework

Every customer programme captures business outcomes, ROI delivered and reference willingness. Aggregated quarterly to the Leadership Team and used as the primary input to the NRR > 115% Programme.