The challenge
The firm had been operating for six years with strong word-of-mouth and a reliable delivery reputation. Revenue was consistent. Growth was not. Nobody could say where the best clients came from, which services drove the most lifetime value, or what the expansion pattern looked like after the first engagement.
CRM usage was inconsistent. Pipeline was tracked in email. Renewals happened when a founder remembered to follow up.
What we built
We implemented a full CRM architecture, stages, fields, automations, and reporting, that matched how the firm actually operated rather than a generic sales template. Every deal was connected to source, service type, and delivery outcome.
Renewal triggers were automated: 45 days before contract end, a personalised check-in sequence started. Referral prompts went out at the moment of highest client satisfaction, after first major deliverable, not at contract end.
A quarterly revenue report was built to connect CRM data to accounting data for the first time.
The outcome
Over 18 months, ₹1.9 Cr in revenue was attributed to the new systems, through renewals that were previously missed, referrals that were prompted rather than hoped for, and expansion deals that were identified through service usage signals. The LTV analysis revealed that one client segment was delivering 3× the value of the apparent primary segment. The firm's next three hires were structured around that finding.