Customer Insight
Consultant
I help teams decide what actually matters to customers — so roadmap and investment decisions hold up
I help teams decide what actually matters to customers — so roadmap and investment decisions hold up
I help teams decide what actually matters to customers — so roadmap and investment decisions hold up
Most B2B software teams collect plenty of customer feedback. I help them decide what actually matters and what to do next. No drowning in slides. No buzzwords.
Just clarity. Then decisions.
[01 An Introduction]
The pattern
15%
Higher Retention when teams act on customer feedback. The lift comes from action, not just listening. Source: Renascence Consulting, 2025
35%
higher product success and satisfaction when feedback is embedded in development. Source: Deloitte & McKinsey–cited research
89%
Companies now compete primarily on customer experience. Customer insight is no longer a nice-to-have — it’s a competitive input. Source: Sprinklr, 2024
[02 Workflow]
From conversations to decisions, without the chaos.
From conversations to decisions, without the chaos.
01
Clarity
We get on the same page about what’s actually going on - across customers, teams, and goals before jumping to solutions.
01
Clarity
We get on the same page about what’s actually going on - across customers, teams, and goals before jumping to solutions.
01
Clarity
We get on the same page about what’s actually going on - across customers, teams, and goals before jumping to solutions.
02
Listening
We get the right voices in the room, listen properly, and pressure-test what we’re hearing. That’s how priorities get validated - not guessed.
02
Listening
We get the right voices in the room, listen properly, and pressure-test what we’re hearing. That’s how priorities get validated - not guessed.
02
Listening
We get the right voices in the room, listen properly, and pressure-test what we’re hearing. That’s how priorities get validated - not guessed.
03
Sense-making
We step back from the volume and work out what’s really coming through. Patterns over anecdotes. Signal over noise. A clear view teams can agree on.
03
Sense-making
We step back from the volume and work out what’s really coming through. Patterns over anecdotes. Signal over noise. A clear view teams can agree on.
03
Sense-making
We step back from the volume and work out what’s really coming through. Patterns over anecdotes. Signal over noise. A clear view teams can agree on.
04
Decisions
We turn that clarity into priorities and decisions people are comfortable standing behind.
04
Decisions
We turn that clarity into priorities and decisions people are comfortable standing behind.
04
Decisions
We turn that clarity into priorities and decisions people are comfortable standing behind.
[03 Pricing]
Working together
Working together
Customer Insight Workshop
£750
/per day
A practical starting point for making better use of customer insight.
Take stock of what you already have
Align on goals and priorities
Set clear priorities and next steps for VoC or CAB work
Not a research exercise. A working session that leads to clear next steps.
Customer Advisory Boards
Custom pricing
Structured sessions with your most customers.
Surface risks, opportunities and priorities early
Align product, commercial, and customer teams around priorities
Create decision-ready input leaders can act on
Systems and Support
Custom pricing
Ongoing support to turn customer conversations into decisions.
Shift customer meetings from updates to priorities and trade-offs
Validate what matters — and what doesn’t
Build shared commitment across customers and internal teams
Customer Advisory Boards
Custom pricing
/per day
Structured sessions with your most important customers.
Surface risks, opportunities and priorities early
Align product, commercial, and customer teams
Create decision-ready input leaders can act on
Not a research exercise. A working session that leads to clear next steps.
Customer Insight Workshop
£750
/per day
A practical starting point for making better use of customer insight.
Take stock of what you already have
Align on goals and priorities
Set clear priorities and next steps for VoC or CAB work
Not a research exercise. A working session that leads to clear next steps.
Systems and Support
Custom pricing
Ongoing support to turn customer conversations into decisions.
Shift customer meetings from updates to priorities and trade-offs
Validate what matters — and what doesn’t
Build shared commitment across customers and internal teams
Systems and Support
Custom pricing
/per day
Ongoing support to turn customer conversations into decisions.
Shift customer meetings from updates to priorities and trade-offs
Validate what matters — and what doesn’t
Build shared commitment across customers and internal teams
Not a research exercise. A working session that leads to clear next steps.
Customer Advisory Boards
Custom pricing
Structured sessions with your most customers.
Surface risks, opportunities and priorities early
Align product, commercial, and customer teams around priorities
Create decision-ready input leaders can act on
Customer Insight Workshop
£750
/per day
A practical starting point for making better use of customer insight.
Take stock of what you already have
Align on goals and priorities
Set clear priorities and next steps for VoC or CAB work
Not a research exercise. A working session that leads to clear next steps.
Customer Insight Workshop
£750
/per day
A practical starting point for making better use of customer insight.
Take stock of what you already have
Align on goals and priorities
Set clear priorities and next steps for VoC or CAB work
Not a research exercise. A working session that leads to clear next steps.
Systems and Support
Custom pricing
Ongoing support to turn customer conversations into decisions.
Shift customer meetings from updates to priorities and trade-offs
Validate what matters — and what doesn’t
Build shared commitment across customers and internal teams
Customer Advisory Boards
Custom pricing
Structured sessions with your most customers.
Surface risks, opportunities and priorities early
Align product, commercial, and customer teams around priorities
Create decision-ready input leaders can act on
Customer Advisory Boards
Custom pricing
Structured sessions with your most customers.
Surface risks, opportunities and priorities early
Align product, commercial, and customer teams
Create decision-ready input leaders can act on
[04 Testimonials]
What others say
(01 - 04)
Glenn helped us unlock real value from our customer conversations. Instead of siloed feedback and notes, we got validated, actionable insight that we could tie to revenue impact and strategic planning. This work directly informed our H2 roadmap.
Rob Greenberg
SVP of Product Management at Zefr
[04 Testimonials]
What others say
(01 - 04)
Glenn helped us unlock real value from our customer conversations. Instead of siloed feedback and notes, we got validated, actionable insight that we could tie to revenue impact and strategic planning. This work directly informed our H2 roadmap.
Rob Greenberg
SVP of Product Management at Zefr
[04 Testimonials]
What others say
(01 - 04)
Glenn helped us unlock real value from our customer conversations. Instead of siloed feedback and notes, we got validated, actionable insight that we could tie to revenue impact and strategic planning. This work directly informed our H2 roadmap.
Rob Greenberg
SVP of Product Management at Zefr
[05 Difference]
Why this work feels different?
Why this work feels different?
Why this work feels different?
Before
Before
After
After
Customer meetings feel performative
Customer feedback is everywhere
Teams interpret differently
Decisions drag
Before
Customer meetings drive priorities
Feedback has a clear job
Teams align quickly
Decisions get made
After
Before
Customer meetings feel performative
Customer feedback is everywhere
Teams interpret differently
Decisions drag
After
Customer meetings drive priorities
Feedback has a clear job
Teams align quickly
Decisions get made
Questions you’re probably asking
Is this a consulting engagement or something more hands-on?
Hands-on. We work with real customer input and make decisions in the room, with the people who need to act on them. You leave knowing what matters, what’s next, and who’s accountable.
Do we need a full VoC programme or loads of data before starting?
No. Most teams already have plenty of feedback. It’s just scattered or hard to use. We start with what you have, get clear on what’s missing, and only collect what’s actually worth it.
Who is this work best suited for?
B2B software teams where: - Teams care, but aren’t aligned - Decisions feel slow or political - Customer insight exists, but isn’t driving priorities If that feels familiar, this likely help.
What makes this different from traditional VoC or research work?
We work backwards from a real decision. The goal isn’t more insight. It’s alignment and movement.
How involved do our teams need to be?
Enough for it to matter, not enough to be painful. We focus on the right conversations and keep the room small.
What typically happens after the first workshop?
Sometimes, that’s enough. Other times, teams want to go further - embedding this way of working into day-to-day decisions or taking it to a leadership level. We decide based on what comes out of the work.
Questions you’re probably asking
Is this a consulting engagement or something more hands-on?
Hands-on. We work with real customer input and make decisions in the room, with the people who need to act on them. You leave knowing what matters, what’s next, and who’s accountable.
Do we need a full VoC programme or loads of data before starting?
No. Most teams already have plenty of feedback. It’s just scattered or hard to use. We start with what you have, get clear on what’s missing, and only collect what’s actually worth it.
Who is this work best suited for?
B2B software teams where: - Teams care, but aren’t aligned - Decisions feel slow or political - Customer insight exists, but isn’t driving priorities If that feels familiar, this likely help.
What makes this different from traditional VoC or research work?
We work backwards from a real decision. The goal isn’t more insight. It’s alignment and movement.
How involved do our teams need to be?
Enough for it to matter, not enough to be painful. We focus on the right conversations and keep the room small.
What typically happens after the first workshop?
Sometimes, that’s enough. Other times, teams want to go further - embedding this way of working into day-to-day decisions or taking it to a leadership level. We decide based on what comes out of the work.
Questions you’re probably asking
Is this a consulting engagement or something more hands-on?
Hands-on. We work with real customer input and make decisions in the room, with the people who need to act on them. You leave knowing what matters, what’s next, and who’s accountable.
Do we need a full VoC programme or loads of data before starting?
No. Most teams already have plenty of feedback. It’s just scattered or hard to use. We start with what you have, get clear on what’s missing, and only collect what’s actually worth it.
Who is this work best suited for?
B2B software teams where: - Teams care, but aren’t aligned - Decisions feel slow or political - Customer insight exists, but isn’t driving priorities If that feels familiar, this likely help.
What makes this different from traditional VoC or research work?
We work backwards from a real decision. The goal isn’t more insight. It’s alignment and movement.
How involved do our teams need to be?
Enough for it to matter, not enough to be painful. We focus on the right conversations and keep the room small.
What typically happens after the first workshop?
Sometimes, that’s enough. Other times, teams want to go further - embedding this way of working into day-to-day decisions or taking it to a leadership level. We decide based on what comes out of the work.