Enhanced Cross-Functional Co-ordination for External Customers

A company’s marketing executive was charged with improving the “customer experience” so that it would be a point of differentiation over competitors.  A major challenge was that 13 customer touch points (each supported by several sub‐points) were distributed across virtually every function of the business.

They engaged us to help them partner internally more effectively.  As part of the project, we used the Partnering Intelligence framework successfully to: 

• ensure the various functions and team members recognized their differing partnering styles and how those differences were negatively affecting the customer experience;
• facilitate exercises and coaching to help those with differing partnering styles accommodate each other more effectively
• improve team members communication and listening skills

In the end, the customer experience team was able to install and implement its touch point system with pride of ownership, clarity of purpose, and ease of human relations, enabling the client to in fact offer superb customer experience as a competitive differentiator.  

Findings

• We worked with the senior management team to evaluate the opportunity, compare competitors, investigate regulatory requirements, assess channel entry options, and model costs.

Solutions

• Established a global distributor network and introduced Women’s Health portfolio
• Made recommendations to create branding for monitoring devices and improve cost position
• Identified distributors and launched respiratory line in five countries

Results

• Sales for women's health products grew by 20% over a period of 12 months after launch
• Sales for respiratory products grew by 65% in year 1
• Completed a pricing analysis for monitoring devices across 10 countries