Enduring Advantage. We help midsize firms improve performance (growth, profitability, customer experience) by making strategy executable, simplifying processes, and applying pragmatic AI where it counts.
Services
Strategy & Customer Insight
Clarify where to play and how to win—align leaders around evidence from customers and the market.
Performance & Process
Turn priorities into delivery—simplify workflows, standardize SOPs, and run an operating cadence that sticks.
Pragmatic AI for Knowledge Work
Apply Copilot & ChatGPT in high-return knowledge workflows; pilot → scale with guardrails, owners, and visible ROI.
Turn ambition into performance.
Second Order works across strategy, operations, and pragmatic AI—then starts fast with focused, productized offers.
Why Second Order?
How to Start
Generative AI Opportunities Sprint
Find practical use-cases, size the value, and design a pilot-to-scale plan for your highest-return knowledge workflows.
Revenue Strategy Assessment
Diagnose what’s holding back acquisition, retention, and margins—then focus the team on the moves that matter.
Customer Experience Quick Wins
Fix the two moments that move revenue most: onboarding and renewal/expansion—with SOP updates, AI-enabled playbooks, and simple instrumentation.
Not Sure Where to Start?
Revenue Strategy Assessment
Diagnose what’s holding back acquisition, retention, and margins—then focus the team on the moves that matter.
Who It’s For
Executive leaders at midsize firms (50–1000 employees) who need a clear, evidence-based plan to improve customer acquisition, retention, and profitability.
When To Use It
Pipeline growth has stalled or win rates have slipped
Retention/churn trends are unclear or trending the wrong way
Margins are compressed (pricing, discounting, or cost-to-serve issues)
What You Get
Growth narrative & ICP clarity (who, why now, value story)
Acquisition funnel map with bottlenecks and quick-win fixes
Retention driver analysis (cohorts, moments of risk, save playbook)
Margins review (pricing/packaging scan, cost-to-serve view, guardrails)
Prioritized 90-day plan with owners, milestones, and simple scorecards
Operating cadence (reviews, dashboards, accountability rhythm)
How It Works
Discover — Light data pull + leadership/team interviews
Diagnose — Funnel, cohort, and unit-economics readout
Decide — Prioritize moves across acquisition, retention, margins via analysis or workshops
Design — Outline experiments and implementation steps with owners
Outcomes & Sample Metrics
Acquisition: qualified pipeline, win rate, CAC payback
Retention: churn %, expansion rate, NRR
Margins: gross margin %, contribution, discount discipline, cost-to-serve
Looking For More?
Customer Experience Quick Wins
Fix the two moments that move revenue most: onboarding and renewal/expansion.
Who It’s For
Executive leaders at midsize firms (50–1000 employees) who want visible CX gains without a heavyweight transformation.
When To Use It
New customers aren’t activating or using the product/service quickly
Early support volume is high or first-30-day satisfaction is weak
Renewals feel at risk and expansion/upsell is inconsistent
What You Get
Journey maps for Onboarding and Renewal/Expansion with friction points and “moments that matter”
Quick-win changes to comms, handoffs, and SOPs (scripts, checklists, job aids, templates)
AI-enabled playbooks (Copilot/ChatGPT prompts for onboarding emails, renewal prep, and account reviews)
Instrumentation for outcomes (definitions, lightweight dashboards, cadence)
Prioritized action plan with owners and a simple review rhythm
How It Works
Listen — brief interviews; review VOC snippets, tickets, and renewal notes
See — map current flows; isolate failure modes and waste
Fix — implement a small set of high-return improvements teams can adopt immediately
Prove — baseline → track deltas; set up one next experiment
Outcomes & Sample Metrics
Onboarding: time-to-first-value, activation/usage, first-30-day CSAT/NPS, early ticket volume
Renewal/Expansion: renewal rate, expansion rate/NRR, upsell take rate, discount discipline, account health