Building a Client Relationship Strategy That Lasts

In 2024, we took a radically different approach that drove exceptional net revenue retention (NRR), with all customers renewing and expanding within their first year. Most SaaS companies claim they have a land and expand strategy. But let's be honest—many are just rushing to close initial deals and figuring out expansion later. I’ve seen (and done) this myself as an IC. Here are 3 things we're doing differently to maintain profitability in 2025: (1) Intentional Deal Architecture from Day One We've abandoned the "close now, figure it out later" mentality. Instead, we architect comprehensive deals upfront that map to our customers' growth journey: -Set platform pricing with included user counts -Pre-negotiate expansion user pricing -Define integration pricing tiers -Document future use case pricing This means when a customer starts with Gmail and Salesforce integrations, they already know exactly what adding Microsoft Dynamics or Tableau will cost. No surprises, no painful negotiations – just seamless expansion. (2) Zero Handoffs, Total Accountability. We've eliminated the traditional sales-to-CS handoff that creates gaps in customer experience. The same team that closes your deal stays involved in deployment and ongoing success. This isn't just feel-good stuff – it's practical: -Sales maintains strategic relationships -We deeply understand use cases -We spot expansion opportunities naturally -Early renewal conversations happen organically The result? We're not just vendors – we become strategic advisors helping shape our customers' trial and demo strategies (aka every CRO’s dream state.) (3) Aligned Incentives Drive Better Outcomes Here's something radical: our reps earn the same commission on expansion deals as new business. Why? Because expansion isn't an afterthought – it's core to our strategy. When you remove the artificial divide between new and expansion revenue, teams naturally focus on long-term customer success. 🤙 The Impact Yes, this approach requires more upfront work. You'll spend more time on initial deals. Your sales cycle might lengthen. But the results speak for themselves: >100% customer renewal rate >Every renewal includes expansion >Most customers expand license counts >We're seeing early renewals with expansion The old way of landing deals at all costs then scrambling to expand later is done. Today's market demands intentional, strategic deal architecture that sets both you and your customers up for long-term success. It's time to stop talking about land and expansion and start designing for it from day one.

Your company doesn’t just deliver services. It solves problems. After 14+ years running Huemor, one thing has become pretty clear: Successful businesses don’t stop at just fulfilling contracts. They dig deeper, understand client challenges, and deliver meaningful solutions. Think about the relationships you could build if your focus shifted from just delivering to truly problem-solving. The typical companies are all about: → Completing projects → Fulfilling deliverables → Staying within scope But the ones that really stand out? They’re the ones that go beyond and solve the real issues their clients are facing. Here’s how we approach problem-solving at Huemor: → We start by listening to our clients' pain points before offering solutions. → We approach every project with empathy and genuine curiosity. → We don’t just execute; we advise, collaborate, and bring new ideas to the table. → We focus on delivering results that actually make an impact. → We build strategies that align with our clients’ long-term goals. → We keep communication open and transparent from start to finish. → We stay flexible and adapt to changing needs and priorities. → We invest in relationships that last beyond project deadlines. → We value quality and creativity in everything we do. → We’re committed to learning and staying ahead of industry trends. Clients don’t just want services. They want real problem solvers who get it. --- Follow Michael Cleary 🏳️🌈 for more tips like this. ♻️ Share with someone who could use some advice on problem-solving #sales #problemsolving #marketing

How do you build long-term relationships with customers? It’s not about clever sales tactics. It’s about mindset. One of the biggest shifts I’ve learned is this: neediness is the enemy of trust. When a potential customer senses that your advice is driven by your own urgency or desire to close a deal, it sets off alarm bells—because it means your motives might not be aligned with their best interest. The alternative? Focus on being a trusted presence over time. ✔️ Show up consistently ✔️ Listen carefully ✔️ Offer value without strings attached When you’re guided by genuine curiosity and service, customers come to see you as a long-term partner—not a one-time vendor. That’s the foundation of loyalty and that’s how relationships endure.