The client, an award-winning provider of Technical & Customer Support services to clients in various industries, had become overly-dependent on a single, key client. This client was consuming a huge proportion of the leadership team’s time and energy. The founder & CEO of the client recognized that this over-dependence represented a significant risk to the business.
Given 3SIXTY’s experience of the Business Process Outsourcing space and our track record in supporting similar businesses successfully enter new markets the client asked us to get involved in supporting the creation of a viable growth strategy.
We worked with the leadership team to get a clear understanding of what people regarded as the “pain points” the client solved for clients as well as some of the existing barriers to selling more.
This exercise, conducted via a combination of workshops and one-to-one sessions, helped identify a number of priority areas for improvement as well as gaps in terms of Sales and Marketing routines, processes, skills and behaviours.
The prevailing approach to Sales was not fit-for-purpose mainly because it lacked structure, focus and consistency. As we moved from the initial diagnostic phase to an implementation phase, our role became about ensuring the identified gaps were filled while bringing the necessary structure, focus and consistency.
In order to ensure sustainability of results, our role was not to “do the doing” but rather to provide a layer of oversight and guidance across the newly-formed Sales & Marketing function.