After the research
You have the findings. This is the work that turns them into revenue.
Most research ends with a readout. A room full of findings, a document, and a team who agree it was interesting. A Voice of Customer program with The Evolved Group tells you what your customers think, where they get frustrated, and what they say when nobody from your company is in the room.
Then comes the harder part. Changing something.
I am Michelle Michaux. I deliver Evolved Group Voice of Customer programs and I do the commercial work that comes after, so the findings end up with the people who sell, serve and keep your customers.
The work stays inside the team that ran your program. Nobody new gets briefed on your business.
Take the piece you need
There are six pieces of work below. They are not a package and they do not run in a set order. Most clients take one, use it, and come back when the next problem surfaces. Plenty take one and never need a second.
Each piece stands on its own. Where one works better on the back of another, that groundwork is built into the piece itself. You are never blocked, and you never pay for the same work twice.
How it starts
Every piece of work starts the same way. One week of intake. I read the full research, including the verbatims. I look at your revenue by product line, your pipeline and your renewals. I speak to The Evolved Group and I speak to you.
At the end of that week you get a one page scope note. It says what the work covers, when it lands and what it does not include. You sign it. Then we start.
The work
Messaging & Positioning Refresh
Customer Journey Mapping Workshop
Customer Journey Mapping Workshop
Your customers described your value in their own words. This rewrites how the business describes itself so the two match. You get a messaging document with the positioning, the message hierarchy for each segment, proof points traced back to what customers actually said, and a list of words to stop using. Three weeks.
Customer Journey Mapping Workshop
Customer Journey Mapping Workshop
Customer Journey Mapping Workshop
One full day workshop that maps what your customers actually experience, stage by stage, against what the research found. You get the map, a ranked list of the points where value leaks out with the revenue at risk against each, and a fix list with an owner and a date on every line. Two to three weeks.
Sales Enablement Toolkit
Customer Journey Mapping Workshop
Content & Case Study Development
Turns what your customers said into what your sales team says and sends. Discovery call guide, objection handling sheet built from the objections raised in the research, a one page qualification checklist, an updated pitch deck and proposal template. Plus one session to walk the team through it. Four weeks.
If you have not done the messaging work, the first half day is a positioning check straight off the research. That is included.
Content & Case Study Development
Content & Case Study Development
Content & Case Study Development
Three written case studies, each approved by the customer named in it. Plus a content plan of twelve topics pulled from the research themes, with the angle for each one. Four to six weeks.
Same as above. If the messaging work has not been done, the positioning check is included.
Customer Retention Playbook
Content & Case Study Development
Customer Advisory Board Setup
What your team does when an account is at risk, written down. At-risk signals and the trigger for each. The intervention that follows. Account review cadence and agenda. Escalation path. A renewal conversation guide. Four weeks.
If you have not run the mapping workshop, a two hour session to agree where accounts come loose is included.
Customer Advisory Board Setup
Content & Case Study Development
Customer Advisory Board Setup
A small group of your customers, meeting regularly, telling you what to build and sell next. You get the charter, the member criteria, a named shortlist drawn from the research, the invitation copy, and the agenda and run sheet for the first meeting. I facilitate that first meeting. Six weeks.
If you need the internal governance to go with it, that is included. Who owns the program, who sits on it, how often it meets, and how what comes out of it reaches the people who can act on it.
Where it stops
Each piece has a hard edge. You get the document and one walkthrough session with the team who will use it. That is the end of it.
I do not stay on afterwards unless you ask me to. If you ask me to, that is a separate conversation with its own scope and its own price.
Take one piece at a time. Running two at once does not work, because the same handful of people inside your business get pulled into both.
If the problem is bigger than this
Some businesses finish the research and realise the problem sits somewhere their customers cannot see it. The pipeline is not converting. The sales team is missing number. The pricing looks wrong.
That is a different job. The Diagnosis is a four week commercial diagnostic that finds where the commercial engine is breaking down. The Fix is a ninety day fixed term engagement where I build and activate the changes, then hand back and leave. .
If that sounds closer to where you are, say so on the first call and we will start there instead.
Who you are dealing with
Twenty years in commercial roles across telco, IT services and financial services. I have led a $100M sales team, run marketing for a $900M product portfolio, and built customer research programs that moved both NPS and revenue.
Now I work with founders of B2B tech, IT services and professional services businesses across Australia. Based in Melbourne.
Book a call
Thirty minutes. Bring the research findings, or the summary if that is all you have to hand. By the end of the call you will know which piece of work fits, what it costs and when it can start.
Or email hello@thesquarem.com.au
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