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Case Study

Customer success-led product strategy for global telecoms solution provider

executives
engaged
people
trained
year
programme approved

Challenge
  • A global provider of automated service assurance solutions to the telecoms industry has built a compelling suite of products over the years.
  • Over recent years the business had grown through acquisition of other companies with successful service assurance products.
  • With great individual product capabilities, their challenge was creating a complimentary customer success capability that spoke to a broader B2B audience outside of operations.
  • Not being able to do so was starting to restrict their potential for profitable growth as budget authority and influence moved into functions such as Marketing.
The Work
  • Engaged global business unit director and CxO community to gain an understanding of their desired outcomes.
  • Evaluated capabilities of product portfolio and capabilities.
  • Built customer success-led strategy outlining how their products could drive dramatic improvements in telecoms operator customer. experience.
  • Built econometrics model on opportunity sizing, signalling an opportunity for 4x increase in CLV.
  • Designed multi-channel framework for how their products could be used as part of an operator channel-customer strategy.
  • Played back strategy and sought approval for recommendations to company board and external expert advisory board.
  • Led training course sessions with key stakeholders across North America, Canada and Europe to transfer knowledge in the principles of the new strategy.
  • Led pre-sales workshops for customer of client remotely from the UK due to COVID travel restrictions.
The Outome
  • Strategy approved by executive team and endorsed by external advisory board.
  • 3-year customer success transformation programme commissioned on the basis of approved strategic direction.

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