The After-Sale and Customer Success Handbook
Sales · Nº 41
The After-Sale and Customer Success Handbook
Customers Who Renew and Refer Others
You keep signing up new customers. So why does the business barely grow?
24 tools, a spreadsheet that does the math, and a fiber internet provider worked from start to finish, so you can spot the customers at risk before they ask to cancel.
You get 24 tools to measure recurring revenue and cancellations, onboard new customers, score the health of every account, renew contracts before they end, and grow with the customers you already have. Plus a 5-tab spreadsheet, filled in with the example.
A book explains the method. This handbook puts it to work: the tool, a worked example, and a spreadsheet with your numbers.
One-time payment of $29.00. The order form shows the final amount, with any taxes for your country, before you pay.
Digital delivery: PDF handbook, spreadsheet and access on the Consylion platform.
14-day money-back guarantee: if it isn't what you expected, request a full refund within 14 days of purchase.
Your order is processed by Digistore24, our authorized reseller. By purchasing, you accept the terms of use and purchase · refund policy.
First business day of the month. The report says you added customers again. Good news, sort of. Then a customer you'd have sworn was happy calls to cancel. You check, and three more asked last week. Nobody saw it coming, nobody wrote down why they left, and the only person who talks to customers after the sale is whoever picks up the support line.
THE SPREADSHEET
Customer success spreadsheet
Use the completed example as a reference and enter your business data in the marked fields. Check the instructions and the calculations before you make a decision.
SOUND FAMILIAR?
Three situations this handbook solves
First business day of the month
You update the health score and print the list of reds for whoever makes the calls. Each red gets a call or a visit within 48 hours, not on the day they finally ask to cancel.
A big contract renews in 90 days
It shows up on the renewal calendar. First you check its health score. At 60 days out, you send the year in review: speed, outages, tickets. At 30, you make the offer. By then, the customer has seen what they got all year.
Someone calls to cancel
You open the script. Ask what led to it, repeat the reason back, and offer the option that fits: a technician visit, a smaller plan, or a pause. If they still want out, you cancel right away and confirm in writing.
INSIDE
What you'll find in each tool
Five parts, in the order the work happens. Measure the revenue that repeats and count who leaves the right way. Get new customers to their first result sooner. Give every customer a health score and act on the warning signs. Renew contracts and handle cancellation requests with a script. Then grow with the customers you already have. Every tool has a step by step, a worked example, and a short exercise.
WHAT YOU GET
Everything included in your purchase
- The After-Sale and Customer Success Handbook in PDF: 24 tools, each with a step by step, a worked example, and an exercise
- The customer success spreadsheet in Excel and Google Sheets, with 5 working tabs (Revenue, Onboarding, Health, Renewal, Growth), filled in with the example company
- The Template kit: 13 ready-made texts, from the usage questions to ask during the sale to the cancellation conversation script and the referral request
- 2 worksheets to fill in (customer onboarding and monthly customer base health) and a 30-day plan, one week per stage
- Access to your handbook on the Consylion platform
Full table of contents
The 24 tools, in the order you'll use them
Part 1 · Part 1 · Revenue that repeats
- 01Monthly recurring revenueHow much comes in every month, from how many customers, and at what average value
- 02Cancellation rateCount customers and revenue lost each month the right way, without netting out new sales
- 03Revenue bridgeWhere every dollar of the month's revenue came from and where it went
- 04Customer cohortsFollow each month's new customers and see exactly when they tend to leave
Part 2 · Part 2 · A customer's first days
- 05The outcome the customer wantsWrite down, during the sale, what the customer needs to achieve to stay
- 06Sales-to-onboarding handoffWhat the salesperson hands over so no promise made in the sale gets lost
- 07Onboarding in stagesFrom signed contract to working service, with a deadline and an owner for each stage
- 08Time to first valueHow many days until the customer sees the service working, and how to shorten it
- 09Success planA large customer's goals, milestones, and dates, agreed on one page
Part 3 · Part 3 · Customer health
- 10Customer health scoreConnection, tickets, payment, and relationship rolled into one score from 0 to 100
- 11Cancellation warning signsThe warnings that show up weeks before anyone asks to cancel
- 12Service by customer tierWho gets a visit, who gets a call, and who gets a message
- 13Rescue playbookWhat to do within 48 hours when a customer's score drops
Part 4 · Part 4 · Renew and retain
- 14Accounts by ownerEvery customer has an owner, and the week fits in the hours you actually have
- 15Year-round contact cadenceWhen to reach each customer over 12 months, not just when the bill is due
- 16Customer results reviewA 30-minute conversation that shows the customer what they got
- 17Renewal calendarContracts ending in the next 90 days, and what to do each week
- 18Cancellation requestHear the reason, offer the right option, and respect the decision
- 19Pause or downgradeSmaller options that keep some of the customers who were about to leave
Part 5 · Part 5 · Grow with existing customers
- 20Expansion at the right timeThe usage signal that tells you when to offer the bigger plan
- 21Add-ons customers actually useExtra services that solve a real customer problem and add to the monthly fee
- 22Net revenue retentionHow much last year's customer base brings in today, with expansions and losses
- 23Referrals from healthy customersWho to ask for a referral and when, based on the health score
- 24Customer success dashboardSix numbers a month that show whether your base is growing or just churning
Who it's for
It's for you if
- You bill every month, by subscription, plan, or contract, and have somewhere between 50 and 5,000 customers
- You find out a customer is unhappy on the day they ask to cancel
- New customers leave in the first few months, before they've paid back what it cost to bring them in
- You want to know who to call first this week, and when it makes sense to offer the bigger plan
It's not for you if
- You want a service standard for the front desk and chat. That's The Customer Service and Experience Handbook
- You need to handle complaints, bad reviews, and angry customers. Start with The Complaints and Customer Recovery Handbook
- You sell one-time purchases and want campaigns to bring buyers back. See The Sales Handbook
- You want a promise that cancellations will drop by a set amount. This handbook organizes the follow-up and measures what changed
Frequently asked questions
I only have about 60 customers. Do I need all of this?
No. Measure revenue and cancellations, run onboarding in stages, and talk to each customer once a quarter. The handbook tells you when the health score starts paying off: once you pass 200 customers and nobody can keep them all in their head.
I'm not an internet provider. Will this work for my business?
If customers pay you every month, yes. The handbook is written for schools, gyms, accounting firms, software companies, and maintenance businesses too, and every tool shows how it applies to services, retail, manufacturing and distribution, and independent professionals.
I don't have a customer success team. Who does this?
Whoever already works with customers, with hours blocked off on the calendar. You start with your tier A accounts and the customers whose score turned red, and the accounts-by-owner tool fits the week into the hours you actually have.
My system doesn't track usage. Can I still build a health score?
Yes. Build it with what you have: tickets, payment history, and replies to your contacts. The handbook shows you how to test the score on past data first, and you add usage later, when you can measure it.
Shouldn't I just offer a discount when someone threatens to cancel?
The handbook says no, and explains why: a discount only for the people who threaten to leave teaches your whole base to threaten. You offer the smaller plan or a pause instead, the same way for everyone.
How much time does this take?
About 2 hours and 24 minutes of reading, or 6 minutes per tool, plus the exercises. After that, the routine is monthly: the numbers and the health score on the first business day, and a one-hour dashboard meeting.
What do I get, and in what formats?
Each handbook is a PDF of about 100 pages with 24 to 27 tools. Every tool has step-by-step instructions and a worked example. You also get the handbook's spreadsheet in Excel (.xlsx), which opens in Google Sheets too, with the example already filled in. The message, policy, and clause templates are in the Template Kit inside the PDF, ready to copy and adapt. Read it in the member area or download the files.
How do I know if it fits my business?
Each handbook's page shows the problem it solves, who it is for and who it is not for, the full table of contents, sample pages, and the company used in the examples. The examples come from small businesses in several industries, with illustrative numbers. If it is not a fit, you can ask for a full refund within 14 days of your purchase, as described in the Refund Policy.
What is the difference between a handbook, an area set, and the Series?
A handbook solves one problem. An area set brings together every handbook and spreadsheet in one of the 6 areas, for less than the price of 5 single handbooks. The Consylion Handbook Series brings together all 100 handbooks and 100 spreadsheets, for less than the price of 8 single handbooks, and includes the next handbooks in the Series. Products outside the Series, from Consylion Life or Consylion Business, have their own price. They are sold separately and are not part of an area set or the Series.
Do I need to read everything before I start?
No. Each tool works on its own. Open the table of contents, pick the tool for today's problem, and start there. You can also read it cover to cover.
Do I need to know Excel?
The basics are enough: open the file and fill in the marked fields. The formulas are already built, and the handbook's example is filled in for reference.
How do I pay, and when do I get access?
By card or bank transfer, as a one-time payment with no subscription. Once your payment is confirmed, you get access to the member area by email. Approved card payments are confirmed right away. Bank transfers are confirmed when the funds clear. If access does not arrive within 24 hours of confirmation, check your spam folder and write to team@consylion.org.
How long do I have access, and how can I use the files?
Access does not expire, and you can download the files for offline use. The license is individual. You may read the handbooks, print them for your own use, and fill in and adapt the spreadsheet and templates with your company's data. If you are a consultant, accountant, or manager, you may apply the tools with your clients and deliver the result of your work, not the files. You may not share, resell, or distribute the files or the access.
How do support and refunds work?
Support is by email at team@consylion.org, on business days, with a reply within 5 business days. It covers questions about access, files, and payment. It does not include consulting or advice on applying the material to your case. You can cancel within 14 days of your purchase, without giving a reason, and get the full amount back through the payment method you used. Send the request to the same email. The details are in the Refund Policy.
CONSYLION HANDBOOK SERIES
The 6 departments of your business, for less than the price of 8 single handbooks.
This handbook solves today's problem. The Series solves the next one, and the one after that, with nothing more to pay.
- 100 handbooks with 2,403 ready-made tools, to read on screen and download as PDFs
- 100 spreadsheets for Excel and Google Sheets
- 6 business areas
- Lifetime access, unlocked once payment is confirmed
One-time payment of $197.00. The order form shows the final amount, with any taxes for your country, before you pay.
Digital delivery: PDF handbook, spreadsheet and access on the Consylion platform.
14-day money-back guarantee: if it isn't what you expected, request a full refund within 14 days of purchase.
Your order is processed by Digistore24, our authorized reseller. By purchasing, you accept the terms of use and purchase · refund policy.
Sales · Nº 41
Stop finding out on the day they cancel
Cancellations rarely come out of nowhere. The warning signs show up weeks earlier, in tickets, payments, and usage. This handbook gives you the tools, the spreadsheet, and a worked example to see them and reach the customer while the conversation can still change something.
See all 100 handbooks · $197.00
One-time payment of $29.00. The order form shows the final amount, with any taxes for your country, before you pay.
Digital delivery: PDF handbook, spreadsheet and access on the Consylion platform.
14-day money-back guarantee: if it isn't what you expected, request a full refund within 14 days of purchase.
Your order is processed by Digistore24, our authorized reseller. By purchasing, you accept the terms of use and purchase · refund policy.