Professional services firms often overlook their most valuable pipeline — existing clients
Helping professional services leaders grow predictable revenue from the clients they’ve already earned
Professional services firms often devote significant attention to winning new clients and far less to understanding, protecting, and growing revenue from existing clients.
That's the overlooked pipeline.
Hi, I’m Marni Taradash, Principal Consultant and Founder of CXS.
My expertise is post-sale growth strategies, rooted in a decade leading corporate B2B client experience for a global EdTech company, supporting Fortune 500 clients and nonprofit organizations.
During that time, I diagnosed and resolved the root causes of B2B client risk and escalations, turning client experience (CX) and employee experience (EX) breakdowns into elevated revenue, relationships, and measurable outcomes.
Along the way, I became increasingly interested in the question: How do we measure whether existing client relationships are becoming more valuable over time?
That led me to Net Revenue Retention (NRR), a financial metric focused on retention, expansion, contraction, and churn. While NRR was born in SaaS, the same question applies to professional services:
Are existing clients spending more, less, or the same amount with us over time?
CXS uses NRR as a practical framework to help leaders understand the revenue behavior of existing clients, and build the strategies to strengthen retention, expansion, and long-term client value.
Some of my B2B clients during my years in corporate EdTech CX:
The Overlooked Pipeline™: A Post-Sale Growth System for Professional Services Firms
Part 1: Diagnose
CXS partners with a member of your finance team to diagnose which relationships are growing, which are flat, and which are quietly eroding. Then assemble an NRR model that sits alongside your existing systems, without any interference.
Part 2: Decide
With the insights from Diagnose, this work operates at three levels simultaneously. 1) Firm-wide strategy for leadership, 2) Operational improvements, and 3) Relationship-level action for individual partners; unified by a shared financial picture of what improved NRR looks like.
Part 3: Drive
Sustainable growth requires capability, not just strategy. This is where CXS supports cross-functional teams with relevant training to build the skills, confidence, and accountability necessary for long-term success.
The Overlooked Pipeline is a three-part system that closes the gap between what your existing clients are worth today and what they can be worth tomorrow.
Part 1: Diagnose
Most firms track what clients are worth today. What they don't track is whether those relationships are growing, flat, or quietly eroding — and at what rate. In the Diagnose phase, CXS assembles your existing client revenue data and builds your Net Revenue Retention model for the first time. No new data collection. No surveys. Just the financial picture your firm has never seen, built from information you likely already have.
Custom Deliverables:
NRR model built from your existing client revenue data
Client revenue trajectory analysis — growing, flat, or eroding by relationship
Baseline NRR score establishing the foundation for future measurements
Part 2: Decide
Once you can see your client revenue reality clearly, the next question is: what do you do about it? In the Decide phase, CXS translates your NRR model into a firm-wide growth strategy and partner-level action plan. Every client relationship is categorized, every growth opportunity is quantified, and every partner walks away knowing exactly where to focus.
Custom Deliverables:
Client Growth Plan — Your portfolio segmented into strategic categories: Grow, Protect, Renew, and Review
Revenue Projection — What improved NRR means in dollars over 12 and 24 months, modeled across scenarios
Relationship Playbook — A data-driven, client-specific growth roadmap for each partner's book of business
Part 3: Drive
A strategy only works if the people executing it have the skills and accountability to follow through. In the Drive phase, CXS builds the capabilities, habits, and measurement rhythms that make post-sale growth stick.
Custom Deliverables:
Foundation Workshop — A facilitated working session that builds partner skills in reading early warning signals, expanding client relationships, and conducting structured client reviews
Small Group Accountability Sessions — Monthly peer-driven sessions where partners report progress, share what's working, and commit to next actions
NRR Pulse Checks — Quarterly leadership check-ins tracking portfolio movement, NRR trajectory, and strategy adjustments
A Bit More About Net Revenue Retention (NRR)
Professional services firms know what's in their sales pipeline. But few have that clear a view of what's happening inside the client relationships they've already earned.
NRR is a financial outcome metric that provides that lens. Originally developed in the SaaS industry, NRR helps leaders answer a simple but powerful question:
Are existing clients spending more, less, or the same amount with us over time?
For professional services firms, the same question matters.
Whether you're running an agency, consultancy, or firm, sustainable growth depends on more than winning new business. It also depends on retention, expansion, and preventing revenue erosion within existing client relationships.
In NRR thinking, the client relationship itself is the asset, all touchpoints matter, revealing whether that asset is growing, holding, or quietly eroding.
The good news? Most firms already have the information needed to begin.
NRR doesn't require new systems, new software, or a change to how you currently track data. It's simply a different lens on the data you likely already have; a fresh math formula. Check it out. (Starting MRR + Expansion MRR − Contraction MRR − Churned MRR) ÷ Starting MRR × 100
CXS helps professional services leaders drive predictable revenue from the clients they've already earned, measured by Net Revenue Retention.
Client retention is far less expensive than new client acquisition. Even small improvements in retention can have a meaningful impact on profitability.
Budget scrutiny, fewer new clients, and shrinking scopes are increasing pressure on firms to grow revenue from the clients they already have.
Unlike traditional Account Management or Customer Success programs, CXS focuses on operational improvements that reduce friction, strengthen client confidence, and create the conditions for retention, expansion, and long-term client value.
Why CXS Now?
The CXS Approach
Focused. Collaborative. Practical.
Partnering with leadership teams without adding unnecessary complexity or overhead.
Diagnosing root causes, guiding actions, and creating sustainable momentum.
Specialties
B2B Post-Sale Growth Strategies, Revenue Protection, Expansion| Voice of Customer (VoC) & Voice of Employee (VoE) Design | CX and EX Operational Strategies & Implementation| Client Escalation & Risk Management | CX Leadership | Net Revenue Retention (NRR) Consulting
Ways of Working Together
Consulting retainer | Strategy sessions | Training workshops | Fractional CX leadership | Cohort and 1:1 skills training & practice
Let’s talk about your post-sale growth opportunities. Email to schedule a conversation.
Marni@ClientExperienceStrategies.com
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I am a certified CX Judge with Awards International.
In 2025, I judged The International Customer Experience Awards (ICXA).
In 2026, I’m judging The US Customer Experience Awards (USCXA), and serving as Judge Chair.
Happy to consult on your awards entry! Let’s talk!!
CXS for University Seniors & Grad Students
Building Client-Facing Awareness & Leverage in Emerging Professionals
My career sits at the intersection of Educational Technology and the best practices of CX and EX. Throughout my work, I’ve been surrounded by leading professionals who thrive on bettering people’s lives.
Along the way, I’ve found particular fulfillment in mentoring early-career professionals on the soft skills not typically taught in college. In my corporate and consulting work, I’ve experienced young professionals prepared for their craft but not as prepared for communicating with their clients, from casual conversation to escalations.
With a background guiding teams through complex client situations, I’ve supported many young professionals in building the confidence and awareness necessary to effectively show up in client-facing roles.
Today, the job market is deeply challenging, and confident soft skills are a competitive advantage!
I welcome the opportunity to support students as a guest speaker by presenting Client-Facing Mindset & Communications. Speaking sessions are custom and scaffolded to ensure meaningful experiences and the best use of time.
My goal is to help equip students entering professional services internships, job hunting, and careers with the awareness and leverage to succeed.
Thank you for your consideration. I look forward to the possibility of working together.
Scheduling now for Fall 2026.
Let’s talk!
Marni@ClientExperienceStrategies.com
