Build Client Relationship Platform

Company Context

PulseDesk is a B2B SaaS company that provides workflow and reporting software to mid-market clients. The company has 1,200 paying customers, sells annual contracts, and competes on ease of use and customer support rather than lowest price.

Problem

PulseDesk's leadership believes weak client relationships are contributing to preventable churn and stalled expansion revenue. Over the past 12 months, gross revenue retention fell from 91% to 85%, and only 18% of accounts purchased an add-on module, despite customer interviews showing that many clients want more proactive guidance, faster issue resolution, and clearer communication on product changes.

Today, relationship management is fragmented across email, CRM notes, support tickets, and ad hoc spreadsheets. Enterprise accounts receive regular check-ins from Customer Success Managers, but SMB and mid-market clients often feel reactive support is their only touchpoint. The VP of Product wants you to define how PulseDesk should improve the client relationship experience through product, process, or both.

Deliverables

1. Identify the most important client segments and their core relationship needs.
2. Define the key user problems to solve and the jobs PulseDesk should support.
3. Propose an MVP product approach to strengthen and maintain client relationships.
4. Prioritize features and explain the trade-offs you would make.
5. Define success metrics and how you would validate product-market fit for the solution.

Constraints

• MVP must launch within 12 weeks.
• Team available: 1 designer, 3 engineers, 1 data analyst.
• Budget does not allow hiring additional Customer Success headcount this quarter.
• Solution must integrate with the existing CRM and support system rather than replacing them.