Does this Sound Familiar . . .
- Services are still treated as a cost center, not a growth engine—blocking funding, innovation, and ARR contribution.
- Your product revenue growth rate is slowing and you’re placing a big “save the company bet” on the next product release.
- Customers push back on paying for premium support—slowing efforts to monetize and scale your service portfolio.
- AI initiatives are stuck in pilots—lacking the data, telemetry, and strategy to deliver real operational improvements.
- Your NPS and CSAT feedback aren’t actionable—making it hard to prevent churn or improve renewal readiness.
- Employee attrition is rising—your service teams are stretched, under-incentivized, and disconnected from strategic goals.
Imagine a world where . . .
- Support is an appropriately funded, accountable contributor to ARR—with a seat at the corporate table.
- At the start of your fiscal year, a majority of company revenue is recurring instead of starting every month with a clean slate.
- Your company is offering complete solutions which include product, software, and services focused on delivering customer outcomes.
- AI is deployed at scale and delivering an ROI—targeting performance gaps and driving measurable efficiency and experience gains.
- Customer feedback is integrated, predictive, and actionable—fueling proactive renewals and expansions.
- Premium services are clearly bundled, valued, and purchased based on the delivery of improved customer outcomes.
- Your team is engaged, aligned, and empowered—delivering high performance without needing constant oversight.
Your Engagement Journey
Readiness Assessment
Conduct a comprehensive readiness assessment of performance and practices related to profitable ARR growth:
Mix of product, service, and subscription revenue.
Services cost of goods sold as a percent of company revenue.
Service delivery performance and capabilities, and AI implementations.
Customer experience performance and feedback mechanisms.
Timeline: 2-4 weeks
Implementation
For key performance gaps (i.e. Services COGS, Case Resolution Time, CSAT, ARR, etc.), construct a “Management by Fact” storyboard.
Establish run rate and goals, quantifying the performance gap and impact to the organization.
Conduct root cause analysis of the performance gap.
Identify countermeasures and activities to close performance gap, including who, when, and how much for each.
Establish management process to monitor.
Timeline: 2-3 months
Strategic Advisory
Address the four reasons behind strategic failure to enable profitable ARR growth.
Develop ‘3-Page’ strategic plan that aligns strategy – tactic – measurements.
Develop and monitor scorecard with quarterly goals aligned to the strategic plan.
Prioritize tactics and budgets based on closure of performance gaps.
Reassess employee incentives against the priorities and deployed in alignment with the time span of control.
Timeline: 6+ months
Custom Advisory
If you have a specific need beyond the engagement journey noted above, we work together on a custom advisory project.
Custom advisory projects are a perfect way for you to address the issues that demand your action, but fall outside your team’s resources, capabilities, and ability to deliver in a timely manner.
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