The product-innovation focused approaches that drove global growth for this technology firm in the past were no longer enabling the organization to fully capitalize on growth opportunities. The solution? A practical and rapid “shift” in how the company works, thinks and plans with the needs of its customers at the forefront.
To meet revenue and operating income goals, this created by mergers B2B company recognized the need to quickly deliver superior value to current and future customers. The solution? The CEO and executive team made tough decisions about how to close gaps in customer engagement that were undermining sales. The result was a prioritized plan for change that started to generate incremental sales and satisfaction within three months.
Aggressive corporate growth targets had resulted in “chaos” at this leading B2C enterprise, as each internal group – across different products and channels – all competed with each other for revenue from the same shared customer base. This threatened brand value and market share. The solution? A new planning and tactical execution process for all products/channels that dictates new rules for how the company engages individual customers.