Why I Formulated ICHŌ

I am a Professional Services leader operating at the intersection of delivery, revenue and customer value within enterprise SaaS environments. I have led regional teams across the UK and EMEA, owning services performance including revenue contribution, margin, utilisation and forecasting. My focus is on ensuring post-sale functions operate as commercial engines, not cost centres. My experience spans CRM, CDP, data and AI platforms, where I partner closely with Sales, Product and Customer Success to align delivery with measurable business outcomes. I specialise in designing and scaling operating models that connect delivery to revenue. This includes: Value realisation frameworks embedded into QBRs and renewal conversations Commercial service models linked to ROI rather than time-based delivery Sales-to-delivery governance improving scoping discipline and reducing misalignment Adoption and enablement structures that increase product usage and expansion Capacity planning and forecasting models linking pipeline, utilisation and hiring The impact is a more predictable and commercially disciplined post-sale organisation: Improved Net Revenue Retention (NRR) and Gross Revenue Retention (GRR) Stronger and more consistent expansion pipelines Increased services margin and utilisation Clearer value articulation at renewal and executive level I have delivered these outcomes across enterprise organisations in retail, ecommerce, banking and financial services.