The Challenge
A network payments solution was struggling with its product commercialization approach and overall sales. With internal miscommunication and multiple approaches, the organization was missing the necessary guidance for how to prioritize clients’ needs, market to them, and lead them to success. The company needed a framework to drive that consistency, elevate the client experience, and ultimately achieve growth.
Project Description
We engaged with marketing leadership and the global sales enablement network to advise on optimizing their customer outreach. We did an intake to understand their needs, frame the challenges, and identify opportunities for closing more deals. We then optimized their existing approach to a customer-tiered support model and assessment framework, providing an industry point-of-view (POV) to demonstrate what good looks like. To align with the framework tiers, we assembled and crafted tailored guides for several use cases, including topics across positioning, marketing, and UX implementation.
Outcomes Delivered
- Optimized Portfolio Growth Tiered Support Framework: developed an overview of the support model, operating model, and success factors, enhancing existing go-to-market (GTM) practices.
- Industry POV: analyzed Customer Success best practices, key players, trends, technology, regulations, and growth opportunities, providing insights to inform stakeholders about the industry’s current state and future prospects.
- Tactical Operating Model Development: delivered process and guides for each tactic including co-marketing campaigns, joint value prop workshops, customized sales assets, program performance analyses, select growth projects, and customer UX/UI gap assessments.
- Improved Value Propositions/Messaging: produced a clear articulation of customer needs/pains to develop detailed value propositions for each use case, applied to product marketing messaging and GTM creative assets
- Best Practice UX Guide Development: crafted bespoke best practice UX guides for multiple customer segments/use cases to drive adoption and repeat usage.
