Some Example Projects

Success in a changing market
A large global pharmaceutical company was aware that the dynamics of the market were altering a great deal. It meant that their entire business model, which had helped them achieve their current results and prominent market position, was under threat.

As a result of the project we undertook for them, they were able to:
- build relationships with their customers built on strong mutual value and trust;
- increasingly see customers approaching them for help and partnership;
- create a business foundation that will take them successfully into the future, in a way that allows them to deepen the relationships with their customers and to find ever better opportunities to lead the field.
Improving Margins & Revenue
A major utility company was seeing margins drop due to price competition. They wanted to change this and also to find opportunities for extra revenue. The problem was that, not only did business customers perceive no difference between them and the others in the market, but the utility's employees could not even imagine they could differentiate themselves in the eyes of their customers.

We provided a range of our services and by so doing:
- they started to understand their customers in some depth;
- we spotted several major opportunities for high margin services their customers really wanted and which would set them apart from anyone else in the market;
- they reorganised the whole company around their customers, building systems and processes which would increasingly help them to deliver outstanding customer service over time.
Stronger customer satisfaction
A major global IT company had received reports that customer service was weak and that their different offerings were not as easy for customers to install and use as they would like.

We undertook an external assessment for them, understanding the needs of a sample of their clients and watching how they interacted with our client's products.

As a result of our recommendations, they altered their product, support and marketing approach, allowing customer satisfaction to improve significantly.
"Stalled" business to Solid Growth

An IT software company had reached the £20m mark by creating software for the financial services industry. Growth had always been impressive and the company had achieved significant prominence in its market.
Then growth stopped! Quality had begun to suffer. Customers were disgruntled. The leadership team no longer felt they had the clarity they required - it felt like hard work. The fun had gone. Attempts to improve things had little impact.
Fortunately we could show them how to:
- refocus on the customers where they would have most success;
- put down strong foundations so they could grow again;
- retrench around their customers- working exclusively on things they really needed.