Customer Experience Leading Revenue Creation and Retention in Marketing Technology

IMPACT

Building Customer Experience culture in every facet of an organization drives revenue and retention.

THE ISSUE

Our client, a market leader in providing MarTech solutions for the financial services industry, felt they could better position their business for growth by adopting a company wide Customer Experience platform and culture.

APPROACH

We analyzed and documented work streams and processes across every function of the organization. We conducted discussions with clients, past clients, and prospective clients & benchmarked within several industries where best in class was identified. An experience model was then built to encompass and re-map every touch point or potential touch point that a customer could experience. The mandate was “to delight the customer at every turn”.

OUTCOME

Once the model was agreed upon, a cross functional client and GrowthPoint team was assembled to build, implement, train, and gain adoption across the organization.