Independent consultant.
Interim manager.
I help leaders and their teams grow the value of their customer base in B2C and B2B service businesses.
Bertrand Le Ber
Paris, France
Twenty-five years in subscription services, from launching a digital pure player (0 to 200,000 customers in two years) to running a business unit with 13 million consumer and business customers and full P&L responsibility. What I do: grow a customer base by optimising its value, lead large-scale transformations and drive their day-to-day execution.
Expertise
These challenges are especially relevant to subscription, membership and recurring-contract models: telecoms, energy, insurance, financial services, media, mobility, real estate services and SaaS.
1 = 3
It can take three new customers to make up for one that leaves.
Making up for the value of one lost customer can require acquiring three new ones. This is not a fixed ratio.
“compensating for the value of one lost customer can require the acquisition of three new customers.”+10–15%
revenue uplift from personalisation.
The revenue uplift range most often associated with personalisation, according to McKinsey. Effects vary by sector and execution; this figure is not a promise of results.
75%
of French consumers willing to spend more or stay loyal after a good customer experience.
Stated intention after a good experience with customer service. Ipsos bva survey conducted in 2025 among 5,000 people aged 18 and over in five European countries, including 1,000 in France. This result measures intention, not behaviour. Original wording in French:
« En cas de bonne expérience avec un service client, vous êtes prêt à dépenser plus ou à être plus fidèle »×2.5
Customer loyalty leaders grow revenue 2.5 times faster than their peers.
Comparison between companies leading their sector on NPS or satisfaction for at least three years and their peers. This is an observed association, not a guaranteed effect of any retention initiative.
Services
You have a decision to inform, a project to scope or an action plan to build. Your teams need perspective, expertise or extra capacity to move forward.
Find out more: independent consultingYou need to fill a leadership role, create a new function or drive a transformation. You need an executive who is operational from day one for an interim period.
Find out more: interim managementI bring industry expertise or lead engagements, from scoping through to operational recommendations.
Case studies
Result50% of EBITDA growth over six years.
ResultLower churn in at-risk segments.
Result−15% inbound calls through digitalisation.
Background
I led customer marketing and then the Mobile business unit at Bouygues Telecom: 13 million customers, including 450,000 professional and small business customers, two brands and full P&L responsibility. Before that, at Tele2 and KPN / simyo, I worked in leaner organisations, including the launch of a digital pure player that grew from zero to 200,000 customers in two years.
I have worked in highly competitive markets where acquisition alone can no longer sustain growth. Driving usage, retaining customers and growing the value of the customer base then become essential growth drivers. My career has followed this shift: from digital acquisition to customer experience transformation, and then to managing the value of the installed base.
My expertise sits at the crossroads of marketing, sales and operations. Turning customer insight into offer and pricing decisions, simplifying customer journeys and organisations, balancing satisfaction, retention and financial performance: I have led these topics from the executive committee to frontline teams, from strategy to execution.
Data is central to this approach. I have been using predictive churn, propensity and recommendation models for more than ten years. Generative AI is also part of my everyday toolkit.
Since 2025, I have worked as an independent consultant and interim manager for B2C and B2B service businesses. My engagements range from structuring performance management at a service SME to supporting the positioning of an AI start-up and strengthening consulting firm teams on customer value strategies and transformations.
