INCREASING MARKET SHARE & CUSTOMER LOYALTY

FOR A TOP 10 SOFTWARE COMPANY

Situation:

This global software company wished to improve their relationship with small and medium companies in order to increase adoption of their full suite of products and strengthen customer loyalty in this sector.

What we did:

  • Refined the whole project to ensure it would achieve the objectives
  • Liaised closely with US contacts to overcome technical and other barriers
  • Set up a series of customer meetings with decision makers of UK small and medium sized companies
  • Undertook qualitative, in-depth meetings with those firms to:
    • Understand their business, goals and their requirements from the software
    • Investigate the experience they really desired: from the marketing literature, to buying the software, installing it, using it, receiving support and considering other options
  • Developed particularly strong relationships with the client
  • Led the team to pull out both high level and detailed recommendations
  • Presented the results to a series of audiences (12 to 40 people at a time) and in depth 1:1 meetings with senior staff in the client’s US offices

The outcome:

Although our initial brief came from just a small team, our work was so highly regarded that every single product Manager and channel Manager pored over our findings,

The client totally transformed the customer experience across all parts of the customer interaction for tens of thousands of businesses!

As a result, our client significantly increased adoption of their products across their entire channel and strengthened customer loyalty.

We exceeded our client’s hopes and expectations for the project, receiving commendations from senior executives for the excellent insights we brought them.

Focus from Blueprint for growth:

  • Customers at centre of the business
  • Every decision from customer perspective
  • Enjoyable customer interactions
  • Engage staff for performance