SaaS Product Operations & Customer Value Enablement Advisory Services
Welcome To Tremolofy™
Kris Kieper, Founder and Owner
Kris has over 20 years of software implementation and digital consulting expertise and specializes in SaaS Product Operations and Customer Value Enablement Advisory Services. After 16 years leading strategic, implementation and operational consulting practices with a digital agency in Minneapolis, she joined a pioneering Customer Journey Orchestration start-up based in London where she formed and led the North American Customer Success team, then led the Global Customer Success team before transitioning into internal consulting roles leading Customer and Product Operations while advising within the leadership team.
Kris resides in Northern Minnesota with her husband and two Labrador Retrievers, surrounded by the Superior National Forest and Boundary Waters Canoe Area Wilderness. Her favorite past times are creating with fiber art including spinning yarn, knitting and landscape needle felting, playing the piano, and fishing and exploring the wilderness with her husband.
Services
Specialized SaaS Operations and Value Enablement Services
Product Telemetry Data Strategies
Analysis of available and desired performance data followed by business process recommendations to standardize, simplify, consolidate and automate tracking
Customer Adoption Modeling
Proprietary modeling of KPIs, utilization metrics, telemetry and customized comparative readiness scores to support visualizations relevant to critical use cases across business units
Customer Value Frameworks
Identification of incremental use case pathways that can expand and build on individual KPIs while highlighting opportunities for iterating and scaling customer value as adoption increases
Product Operations Consulting
Centralized systems and process recommendations supporting feature strategies, objectives, planning, prioritization, roadmaps, tracking, escalation, releases, enablement and support
Cross-Functional Goal & Strategy Planning
Goal and strategy framework facilitation to align on priorities and foster understanding of departmental perspectives and needs while finding opportunities for collaboration toward shared outcomes
Customer Journey Orchestration
Assessing customer engagement needs across channels, technologies and departments and advising on pathways to achieve iterative use case deployment and value measurement
Case Studies
Product Telemetry Modeling
Examined all available product usage metrics and constructed a non-technical visual data relationship model showing cross-departmental interdependencies and opportunities. Expanded the data model with custom measures to pinpoint specific value-driving product features. Created thematic BI dashboards showing trends over time for individual and groups of customers.
Customer Adoption Scores
Planned and built a proprietary, multi-data source BI scoring model deployed across an entire SaaS organization addressing every aspect of a customer’s engagement, from financials, e-learning, services and platform utilization. Used in trending and health analysis for M&A, quarterly assessments and comparisons across verticals, regions, tenures, size, revenue and use cases.
Customer Value Measurement
Ideated and created a custom Business Success Framework that isolated accessible, relevant KPIs for the most common initial use cases and outlined iterative steps using logical use case pathways with bundled KPIs and expanding, additive ROI over time. Trained and deployed across a global Customer Success team for strategic planning and value story-telling.
Standardized Product GTM
Analyzed common feature communication go-to-market use cases and consolidated into standardized planning and release templates with timeframes, dependencies and cross-functional assignees. Enabled Product Managers to quickly create and launch new feature release plans and executives to track the critical milestones across all features in development via a centralized dashboard.
Cross-Functional Priorities Workshop
Coordinated and facilitated an off-site, multi-day workshop with C-suite and senior leaders from Engineering, Product and Customer teams to share and explain their view of the top issues affecting customers. All non-C-suite team members voted across the issues using a points-system and special task forces were formed to address the top issues.
Journey Orchestration Readiness
Developed a Journey Orchestration terminology and concept map to translate the pioneering vision of a leading JO SaaS vendor into the more common mindset of B2B brands at the time, while also showing evolutionary paths the vendor could use to educate and enable brands to move from their current thinking toward more effective, transformative customer engagement.
Testimonials
“Kris has an incredible breadth of expertise across the entire people, process, technology spectrum that is a critical foundation to any successful project. The pace of today’s technology changes requires a steady hand and consistent communication across an incredibly far-reaching span of stakeholders, and Kris is an absolute pro at the personalized messaging needed to gain consensus…”
— Mike Casey, Presales and Services Executive
“Kris operates at the level of COO in that she can sit across the business and can influence all areas as she deeply understands the KPIs and desired outcomes of functions, individuals and clients. Using both quantitative and qualitative data, she makes very safe assumptions on how to achieve these outcomes. Kris has both high IQ and EQ which sets her apart from others…”
— Mag Phelan, Customer Success Executive
“Kris consistently showcased her expertise and dedication to delivering exceptional results. Her deep understanding of business, product and data strategies made her a key contributor. There was so much appreciation and respect for her knowledge, skills and work ethic that she would be asked to take on responsibilities for an area of the business which was not performing well or optimized…”
— Ray Gerber, Product XM Scientist, CPO, CTO
“While collaborating on surfacing customer usage and adoption data of our SaaS platform, Kris brought her strong services and implementation experience to help us uncover underlying trends in our customer utilization and revenue data, revealing implementation life-cycles patterns, profitable use cases, sweet-spot customers and those where we were selling outside the platform’s competency…”
— Danny Robinson, CTO, Product Executive
Reach out for a Consultation
Reach out to me by email or connect with and message me on LinkedIn and tell me about your needs, challenges and interests. I’d be happy to schedule time to discuss possible solutions and projects with you!