Most revenue does not leave loudly. It leaks, through weak onboarding, silent mid life accounts, and renewals nobody owned. I embed with your team to find that leak, put a number on it, and build the retention system that closes it.
20+ years in CX and retention · NPS lifted 49 to 77 · 99%+ resolution SLA across 73,000+ tickets · India · UK · UAE · AU · US
By the time churn shows up in your numbers, the customer decided to leave weeks ago. The decision happened quietly, in the gaps: an onboarding that asked too much, a mid life account nobody checked on, a renewal that became a last minute negotiation instead of a foregone conclusion.
These are not product problems. They are experience problems, and they are fixable. The hard part is that they are invisible until you go looking, which is exactly what most teams never have the senior bandwidth to do.
You are losing customers and the real reason is a guess, not a number.
Onboarding is where new accounts quietly stall before they ever see value.
Renewals arrive as surprises, not as conversations you saw coming.
Your CS or support team is reacting all day and never gets ahead.
You have no shared view of customer health, no scoring, no early warning.
You need senior CX leadership without the cost or commitment of a full time hire.
A migration, repricing, or reorg is about to put your base at risk.
If three or more of these are true, there is almost certainly recoverable revenue sitting in your customer base right now.
Not ready to talk yet? See your leak in 60 seconds with the free diagnostic.
A fixed scope diagnostic of your post sale customer journey. I map where revenue leaks across onboarding, adoption, support, and renewal, quantify what each leak is costing you, and hand you a prioritized fix list you can act on with or without me. You get clarity in 2 to 3 weeks, not a retainer you have to gamble on.
Outcome: a costed, ranked list of your top retention leaks and the fixes that close them.
When you want the fixes built and owned, I embed as your fractional CX leader. I sit in your exec rhythm, own the retention and expansion numbers, build the playbooks and health scoring, and coach your team. Senior leadership, a fraction of the cost and time of a full time hire, with the off ramp built into the contract.
Outcome: a retention system that runs without you, and a number that moves.
at a leading subscription fitness platform, through VoC driven service redesign (general feedback NPS rose 12 to 75 in the same window).
with 92%+ CSAT held consistently at scale.
and CS revenue up 15% in a single month at a major ecommerce marketplace, by turning a complaint team into a retention engine.
at a leading subscription fitness platform.
Directories and agencies sell you a process and assign you a resource. I am the resource. The person who runs your audit is the person who sits in your exec meeting and the person your CS lead messages when a key account wobbles. Less overhead, more ownership, one accountable line to the outcome.
We confirm there is a real, recoverable problem and that I am the right person for it. If I am not, I will tell you.
I diagnose, quantify, and prioritize. You get a clear report and a debrief, yours to keep.
If you want the fixes owned and built, we move into a fractional engagement scoped to the leaks that matter most.
A short call tells us whether it is worth finding. Usually it is.
The Revenue Leak Audit is a fixed-scope diagnostic of your post-sale journey. I find where revenue leaks, put a number on each leak, and hand you a prioritized list of fixes. Keep it and run with it, or have me build it. Either way you leave with clarity.
A Revenue Leak Audit is a fixed-fee diagnostic that examines a company's post-sale customer journey, onboarding, adoption, support, and renewal, to identify and quantify where recurring revenue is being lost to preventable churn. It produces a costed, prioritized list of fixes. It typically takes two to three weeks and is delivered by a senior fractional CX leader.
- Onboarding and activation. Where new accounts stall before reaching first value.
- Adoption and engagement. The silent mid-life accounts drifting toward the exit.
- Support and service patterns. Repeat issues and friction that erode trust.
- Renewal and expansion. Whether growth is engineered or left to chance.
- Customer health visibility. Whether you can see risk before it becomes churn.
- A CX Leak Map of your full post-sale journey.
- A revenue-at-risk estimate for each leak.
- A prioritized, sequenced fix list.
- A recorded debrief with your team.
D2C and SaaS teams with paying customers and real volume who can feel revenue leaking but cannot yet see where. If you have no paying customers yet, this is not for you, and I will say so on the call.
Format: fixed scope, agreed on a short call. If you continue into a fractional engagement, the audit is credited toward it.
Prefer to start yourself? Try the free diagnostic.
It depends on scope and seniority. As a reference point, the market for fractional CX leadership sits well below the cost of a full-time Chief Customer or Experience Officer once you load salary, benefits, and ramp time. I scope each engagement to the specific problem rather than selling a fixed package, and we start with a fixed-fee Revenue Leak Audit so you can judge the value before any ongoing commitment. Book a call and I will give you a clear number for your situation.
Consulting is project-based and external; the consultant delivers recommendations and leaves. Fractional CX leadership is a role: the leader sits inside your exec team, owns retention and expansion KPIs, and is accountable for outcomes, not just advice.
The audit delivers clarity in two to three weeks. In an ongoing engagement, most teams get a working customer-health view and early churn signals within the first 30 to 60 days, with measurable retention movement following the fixes. For reference, I have lifted NPS from 49 to 77 in five months at a D2C platform.
Both, and you choose. The audit gives you a plan you can execute yourself. The fractional engagement means I build and own the fixes with your team.
D2C and SaaS teams that already have paying customers and want to improve retention, renewals, and expansion. I work with teams across India, the UK, UAE, Australia, and the US.
Typically around one to two days a week: I join your exec rhythm and CS standups, own specific programs with deliverables and timelines, and stay reachable for your team to escalate. The contract has a defined off-ramp.
I am Tushar Chanchani, a fractional CX leader based in Mumbai. I work with D2C and SaaS teams across India, the UK, UAE, Australia, and the US to turn quiet, costly churn into retained and expanding revenue.
For more than 20 years I have led customer experience, retention, and contact centre transformation, from 5-person pilots to 1,000-seat multi-site programmes, across D2C, ecommerce, fitness, health, telecom, and edtech.
I have done the work at scale and at the front line. As Head of Customer Experience for a D2C health and Ayurveda brand I led CX, support, retention, ORM, and inside sales. As Head of Customer Strategy for a leading subscription fitness platform I led CX strategy and operations for a D2C model at scale. Earlier, in senior roles at a major ecommerce marketplace and a national telecom operator, I built customer service into a revenue centre and ran large multi-site outbound and inbound operations. I have also co-founded and run two businesses, so I know first-hand what it costs to win a customer and how quietly that investment leaks away.
The same pattern repeated everywhere I worked. Companies pour money into acquisition and treat everything after the sale as a cost to contain. That is exactly where the recoverable revenue hides. At the fitness platform I lifted NPS from 49 to 77 in five months and held a 99%+ resolution SLA across 73,000+ tickets. At the marketplace I turned a complaint team into a retention engine, cutting call abandonment from 49% to 8% and growing CS revenue 15% in a single month. The throughline is always the same: find the broken process, fix it, and watch retention and revenue follow.
I went fractional because most companies that need this do not need it full-time. They need senior judgment, a sharp diagnosis, and someone who will own the number for a season. That is what I do.
Most churn is silent. The job is to make it visible before it is expensive.
Retention is a system, not a save. Heroics do not scale; design does.
A diagnosis you can act on beats a strategy deck you cannot.
I would rather tell you there is no problem worth my fee than sell you one.
in CX, retention, and contact centre transformation across D2C, ecommerce, fitness, health, telecom, and edtech.
Head of Customer Experience at a D2C health and Ayurveda brand; Head of Customer Strategy at a leading subscription fitness platform.
senior roles at a major ecommerce marketplace and a national telecom operator, plus international operations spanning the UK, US, and APAC.
co-founded and ran two CX and BPO businesses.
NPS 49 to 77 · 99%+ SLA across 73,000+ tickets · call abandonment 49% to 8% · returns down 20% · upsell-program refusal under 1% vs a 10% industry benchmark.
Product-Led Growth Programme, GrowthX Academy (2023); BBA. Based in Mumbai; available remote, hybrid, and onsite.
Two free calculators built on real benchmarks. Put in your own numbers and see, in about a minute, how much revenue is leaking and what fixing it is worth. Directional estimates you confirm with your data, not a sales gate.
A 60-second diagnostic for D2C brands. See your checkout, fulfilment (RTO/NDR), experience, and retention leak in rupees, with the ROI and payback of fixing it.
A free diagnostic for B2B SaaS. Quantify the ARR leaking across onboarding, churn, contraction, and expansion, and model the return on a fractional CS engagement. Includes a leave-behind PDF.
A 30-minute CX Discovery call. We confirm there is a real, recoverable problem and whether I am the right person to help. If I am not, I will point you somewhere better.
A straight conversation, not a pitch.
A quick read on whether a Revenue Leak Audit would pay for itself.
Clear next steps, or an honest "you do not need me."
For teams ready to talk about churn, retention, and a Revenue Leak Audit.
Book a short business introduction call instead.
Or reach me on LinkedIn or tushar@fractionalcxl.com
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