Align your NPS with your NRR
Helping B2B leaders drive predictable revenue from active clients
Strategic Consulting & Training
B2B leaders often wrestle with these questions…
Are we getting leverage from our current clients — with quality relationships and predictable revenue?
Do we have meaningful client sentiment data (NPS, CSAT, AI Text Analytics), and are we translating the insights into actions?
Are we tracking Net Revenue Retention (NRR), and do we understand the cost of inaction when it underperforms?
… and fail to see the connections
Employee Experience (EX) determines how confidently your teams show up for clients — that behavior is the Client Experience (CX).
CX directly impacts client retention, expansion, and churn — the drivers of Net Revenue Retention (NRR).
Net Promoter Score (NPS) is the downstream signal that tells you how your CX/EX operating system is performing.
CXS helps B2B leaders drive predictable revenue by leveraging active clients and the drivers of NRR
Hi, I’m Marni Taradash, Principal Consultant and Founder of CXS.
My expertise lies in post-sale growth, helping B2B leaders get the most out of the clients they’ve already earned, while focusing on Net Revenue Retention (NRR) — the metric of efficient growth, operational excellence, and repeat clients.
I bring over a decade of diagnosing and resolving B2B client risk and escalations — turning client experience (CX) and employee experience (EX) breakdowns into service excellence as well as elevated relationships, revenue, and metrics.
Some of my B2B clients during my years in corporate EdTech CX:
NPS indicates how customers feel.
NRR confirms whether those feelings translate into revenue behavior.
CXS bridges client sentiment and predictable revenue.
How is your CX/EX operating system showing up?
From left to right,
CXS Meets You Where You Are
Three Entry-Points, One Goal:
Protect revenue with strengthened relationships that enable growth.
1. Diagnostic: Revenue & Relationships
2. CX Stabilization & Expansion
3. Predictable Growth Advisory
Entry Point #1:
Diagnostic: Revenue & Relationships
CXS identifies the operational CX and EX gaps that are driving churn, escalation, and renewal risk across the post-sale client lifecycle.
The result is a prioritized, executive-ready CX/EX roadmap designed to stabilize retention and support predictable revenue growth.
Entry Point #2:
CX Stabilization & Expansion
CXS designs custom CX and EX solutions to close post-sale revenue gaps, restore client confidence, and eliminate the breakdowns that quietly drain margin, leadership time, and morale.
Programs include,
CX Architecture & ROI Frameworks
Client Experience best practices result in happier clients, colleagues, and metrics. This three-phased approach is flexible to meet your business objectives.
Implementation > Governance > NRR Benchmarking
Gen Z Workforce Readiness
It’s no secret that Gen Z and their employers are having a moment. This program supports early-career professionals to meet office and client needs with skills and confidence. Gen Z Enablement for Leadership ensures mutual success.
Client Escalation Toolkit
No one likes it when clients and teams are on edge. Let’s partner on a custom Toolkit designed to mitigate and eliminate systemic root causes of client risk while improving your team's confidence and responsiveness. Real-time support — client-facing or behind the scenes — also available.
The Employee Experience (EX) Factor
Employee Experience directly shapes Client Experience. This work examines the systems, behaviors, and operating realities behind delivery — clarifying where EX enables or undermines CX, while strengthening the foundation necessary for quality Net Revenue Retention.
Entry Point #3:
Predictable Growth Advisory
An ongoing advisory partnership providing senior CX leadership to protect retention, strengthen governance, and guide expansion as your business evolves.
This engagement combines fractional CX leadership with CX architecture and frameworks to support NRR health, decision-making, and disciplined growth.
Senior CX advisory embedded alongside your leadership teams
NRR maintenance, insight-to-action alignment
Practical oversight to protect retention while supporting expansion
CXS partners with B2B leaders to drive predictable revenue from active clients with strategic CX and EX solutions, measured by Net Revenue Retention.
Post-sale growth strategies are low-hanging fruit but elusive if you don’t know how to operationalize them.
Client retention is far less expensive than client acquisition; small increases in retention can significantly boost profitability.
You do not need NPS or NRR to grow revenue from active clients, but you do need a solid CX/EX plan.
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.
It’s always about the experience.
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 B2B post-sale growth. Email to schedule a conversation.
Marni@ClientExperienceStrategies.com
Scan the code to auto-address an email to me.
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.
CXS for University Seniors & Grad Students
Building Client-Facing Awareness & Leverage in Emerging Professionals
In 2022, when the oldest of Gen Z (then ages 20–25) were two years into the workforce, global business studies began reporting workplace challenges — most notably gaps in communication and essential soft skills. Today, early-career professionals and their managers are still working to bridge those gaps.
As an EdTech career professional with expertise in CX and EX, I feel for emerging and young professionals — especially those entering client-facing roles. That’s why CXS offers Gen Z Workforce Readiness, a service for businesses designed to help managers and Gen Z employees build confidence, communication, and clarity.
For universities, I welcome the opportunity to support students as a guest speaker, presenting Client-Facing Mindset & Communications.
My goal is to help equip students entering professional services internships/job hunting/careers with awareness and leverage.
Scheduling now for Spring, Summer, and Fall terms.
Let’s talk!
Marni@ClientExperienceStrategies.com
Coming soon…
Gen Z Business Council
