Bottom Line Growth + Leader Promotion

Situation:

New Regional Head of Services in a global professional services firm with above-average client attrition.

Problem:

Build out and cross selling opportunities were being missed that could retain and grow client relationships.

Solution:

Diagnose: Undertook a research project to understand what behaviors and cultural dynamics were leading to customer retention and inhibiting cross selling activity.

Measure: Instituted people and customer engagement alongside cross selling incentives

Change: Established talent strategies including hiring, onboarding, training, and performance management practices that clarify expectations and accelerated consultative selling capabilities. Simplified work processes to what customers value most in their services. Elevated relationships with people-based outcomes as well as economic-based. 

Outcome:

2x stock price in just under three years with record sales and profitability. Regional Head of Services was promoted to Global Head.