15%
YOY REVENUE TRAJECTORY REVERSED
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50%
PICKUP RATE ON LAUNCH DAY CALLS
Email, email, email.
Before Outgrow, Keather Snyder, President and Chief Operating Officer of The Omnia Group, was running into the same diagnosis whenever she looked at a lost client or a flat account. She would pull the activity. The activity was almost always the same.
“I would always go look at the activity and see, all we’re doing is email, email, email.”
Keather Snyder, President and Chief Operating Officer, The Omnia Group
Two teams ran the customer relationship. Sales sold the business. Customer success took it from there to develop, grow, and renew it. The structure made sense. The execution did not. The teams were working separately. The customer‑facing motion was email‑heavy, phone‑light, and getting quieter every quarter.
Keather had tried to fix it on her own. She set goals for the sales team. She established a cadence for cold and warm outreach that required phone calls, not just email. She let someone go who refused to pick up the phone. The behavior of the rest of the team did not change. Underneath it all was a belief: nobody picks up the phone anymore.
A team using their own assessments as a reason not to call.
Everyone at Omnia takes the Omnia assessment. It is in the culture. The bulk of the team scored as cautious and reserved. Several of the customer success people had been quietly using their own scores as evidence that proactive outreach was simply not for them.
That was the version of the mindset block Outgrow walked into. Not the engineer’s version (“selling is beneath me”). Not the lumberyard version (“nobody picks up anymore”). Something more specific to this company: a team with the language and the data to explain, very persuasively, why the behavior they were being asked to do was not who they were.
“A couple of the customer service people already had their assessment, and the assessment gave us proof that 'any proactive outreach activity is not for me, because I am this type.' The guard was up.”
Alkis Crassas, Outgrow Advisor
The launch workshop broke the central belief in one afternoon.
Halfway into the Outgrow Launch Workshop, the team was sent out on a break to make a single proactive call each. About half of those calls connected with a live human.
The room had spent months telling Keather that nobody picks up the phone anymore. The pickup rate at the break said otherwise. And then a customer success rep who had been one of the most quietly resistant people in the room came back having actually closed a piece of business.
“That was the first aha moment - guess what? Someone actually sold something. One of our customer success people sold something.”
Keather Snyder, President and Chief Operating Officer, The Omnia Group
On the call she made that afternoon, the customer’s response set the tone for everything that came after.
“The customer says, I can’t believe you called me. Nobody does this anymore. Thank you for calling. That was really what her experience was that day.”
Keather Snyder, President and Chief Operating Officer, The Omnia Group
What made it stick: methodology, huddle, language.
01
The Monday huddle de‑siloed sales and customer success
Twenty minutes. Same time every week. Standard agenda. The Outgrow Huddle did what Keather had been trying to do for months without it: get the two teams talking to each other about their clients. By the time the huddle was a few weeks old, sales and customer success were trading guidance in real time. “Call this customer.” “Don’t call that one yet, give them two weeks.” The huddle gave the conversation a shape. The conversation gave the company one customer view.
02
The methodology gave people who did not see themselves as sellers a way to act
The opening line. The reverse Did‑You‑Know. The transition. The Did‑You‑Know. The pivot. The Outgrow toolkit is small enough to learn and structured enough to lean on. For Omnia’s customer success people, that structure was the unlock. They were not being asked to be someone they were not. They were being asked to follow a process. They could do that.
03
“We Are Outgrow” became cultural shorthand
Every huddle ends the same way. “We Are Outgrow.” It shows up in email replies. It shows up when somebody books a meeting from a proactive call. It is the three words that tell you a company has stopped running Outgrow as a project and started living it as an identity. “We use that We Are Outgrow all the time,” Keather said.
“The Outgrow Huddle has changed it, because now we get on the phone every Monday for 20 minutes. We follow an agenda, we follow a path. And collectively now, we’re sharing. We’re having conversations. Asking each other.”
Keather Snyder, President and Chief Operating Officer, The Omnia Group
Same methodology. Different roles. Both transformed.
The customer success rep who made the workshop call is now one of Omnia’s top closers of new business to existing clients. Top of the leaderboard, week after week. She is process‑driven. The Outgrow toolkit gave her a process that fit, and the confidence followed.
Another team member runs Omnia’s partnerships, referral network, and content reseller relationships. She is not in sales. She never closes business. In the first weeks of the program, she did not think Outgrow applied to her role. Within weeks, she was a different person.
Keather rebuilt her metrics around the outcomes her proactive calls were driving, rather than sales she was not making. The activity counts told the truth about the work. The leaderboard recognized it. One year later, she is one of the most engaged people in the company. Confidence, demeanor, presence, all of it changed.
“The difference in that individual and her impact at Omnia one year later is night and day.”
Keather Snyder, President and Chief Operating Officer, The Omnia Group
The numbers reversed in one year.
The year before Outgrow, Omnia’s revenue had declined roughly 15 percent year over year. The first full year on Outgrow, that decline was halted. Revenue came in essentially flat against the prior year. Nearly 15 percentage points of trajectory swing in twelve months, achieved in a small business with long, relationship‑driven sales cycles.
The leading indicators tell why the line moved. Meaningful conversations are up. Referrals are up. Cross‑team handoffs are happening organically. The customer success team is closing new business to existing clients. The partnerships function is driving outcomes that did not exist as outcomes a year ago.
“Outgrow is also just about proactive action. So tracking meaningful conversations, the people picking up the phone, those leading indicators, if we’re talking to them, we’re learning more about them, and we’re learning how we can help them. Those are all leading indicators to Omnia’s growth.”
Keather Snyder, President and Chief Operating Officer, The Omnia Group
Methodology and personality.
The Omnia Group is the cleanest argument for one of Outgrow’s least intuitive claims: the methodology works for the people who least want to do it. Cautious and reserved people. People who genuinely believe selling is not who they are. People who have data, in this case their own personality assessment, to prove it.
What changed at Omnia was not the personalities. The personalities are still cautious. Still reserved. Still process‑driven. What changed was that the team has a method now. A template for the opening of a call. A pivot for the moment when the conversation is ready for one. A weekly huddle that makes the work shared instead of solitary. A language, “We Are Outgrow,” that turns proactive selling into a team identity rather than an individual ask.
“I think the majority of people think that people don’t pick up the phone anymore. It’s in a live conversation where the magic’s gonna happen. You have to get over that hump and just do it.”
Keather Snyder, President and Chief Operating Officer, The Omnia Group