Daruma, a company founded by Brian Pia, is rethinking how businesses approach growth. Rather than focusing solely on customer acquisition, Daruma emphasizes the strategic importance of customer retention—helping companies strengthen relationships with their existing customers to build long-term value and stability.
The company’s focus is on businesses navigating their second stage of growth, typically those with annual revenues between $1 million and $10 million. For these companies, early success can be followed by growing pains—especially around customer churn and the challenges of scaling sustainably. Daruma positions itself as a partner in helping these businesses stabilize operations and deepen customer engagement.
Many companies invest heavily in acquiring new customers, but retention strategies can be overlooked, leading to inefficiencies and unpredictable revenue streams. Daruma’s model addresses this gap by working with businesses to optimize customer experiences and reduce friction across the customer journey.
At the core of Daruma’s approach is a philosophy centered on effort reduction. The company offers tools such as Customer Effort Audits and Lost Opportunity Assessments to help clients identify points of friction that may deter customers or interrupt engagement. These insights can lead to process improvements that enhance customer satisfaction and loyalty.
Daruma also integrates data analysis and artificial intelligence to support decision-making. Its services include AI-readiness evaluations and digital interaction strategies, aiming to provide clients with actionable intelligence around customer behavior and engagement patterns. The use of technology supports a more tailored approach to customer interaction, while remaining grounded in human-centered design.
The company’s services span three key areas: Growth & Profitability Acceleration, Customer Journey Optimization, and Strategic Leadership Support. These offerings are structured to help clients improve operational performance, align internal teams, and develop long-term strategies for retention-driven growth.
Rather than applying one-size-fits-all solutions, Daruma works collaboratively with businesses to design customized strategies. This includes workshops, coaching, and ongoing advisory support that encourage internal alignment and cultural shifts toward a more customer-first mindset.
Founder Brian Pia brings experience from working with companies across a range of sizes and industries, which informs the company’s practical and strategic approach. Daruma’s goal is to help businesses create customer relationships that are not only long-lasting but also valuable to the overall health of the company.
As companies continue to adapt to changing market dynamics, Daruma advocates for a balanced approach to growth—one that prioritizes long-term value over short-term wins. By focusing on retention, the company aims to support more resilient business models built on consistent engagement and customer trust.