How FEtch Supports Customer Success: The 4-Stage Framework

FEtch drives post-sales success through a structured approach: Engage → Enable → Experience → Retain.

ENGAGE: Set the Foundation

Onboard customers, align on business goals, and provide early guidance to secure initial wins.

• Onboarding

• Business goals alignment

• Early check-ins

• Quick-win guidance

ENABLE: Empower Customers

Provide structured training and ongoing support to ensure confident product use.

• Product walkthroughs

• Training & enablement

• Knowledge transfer

• Issue resolution

EXPERIENCE: Monitor Satisfaction & Risks

Use AI insights to track behaviour and sentiment, identifying issues early.

• Customer sentiment monitoring

• Net Promoter Score (NPS) forecasting

• Issue reporting

• Risk detection

RETAIN: Protect & Grow Value

Proactive workflows secure renewals, prevent churn, and uncover growth opportunities.

• Renewal readiness

• Churn prevention

• Upsell/cross-sell

• Value realisation