Details anonymised at client request.
Business Situation
The company’s largest customer, representing 31% of ARR, exited the platform following product-related concerns that later became public through industry and social media discussions. While the active sales pipeline initially appeared stable, enterprise buying momentum slowed significantly as prospects reassessed product credibility, long-term platform confidence, and customer concentration risk during ongoing evaluations.
What the Consultant Did
An independent communications and positioning consultant worked with the leadership team to stabilise external narrative perception without escalating public confrontation around the client exit. The engagement focused on customer-proof development, executive positioning, analyst communication, media coordination, and rebuilding market confidence through forward-looking product and customer outcome narratives. Particular attention was given to maintaining enterprise credibility while reducing dependency on reactive public responses.
What Changed
The company rebuilt momentum across enterprise conversations through stronger third-party validation, clearer product positioning, and improved external communication discipline. Customer concentration also reduced over time as replacement ARR was gradually diversified across a broader customer base.
Evidence, not adjectives.
The measurable changes recorded during or following the engagement.
Two of three stalled enterprise opportunities re-engaged within six weeks
One enterprise deal closed within the same quarter
Customer concentration reduced from 31% to 16% over 18 months
No major follow-on negative media coverage emerged after the response period
