Client-centric transformation in marketing: A rapid evolution at a global enterprise
We partnered with the company to transform its marketing division, driving deeper client engagement and positioning it as a leader in customer-focused innovation.
“This transformation has been crucial in redefining our marketing approach to become more client-focused, aligning our efforts with strategic client needs. The collaboration and dedication from our teams have driven exceptional outcomes.”
Chief Marketing Officer
Building momentum
A leading global enterprise embarked on a strategic journey to make its marketing division more client-centric. Responding to evolving customer expectations and a rapidly changing landscape, the company recognized the need to align its marketing practices with a more customer-focused approach. The transformation sought to deepen client relationships while ensuring marketing efforts were directly tailored to customer needs.
Our engagement
To lead this transformation, the company appointed a visionary Chief Marketing Officer who we collaborated with to design and implement a comprehensive client-centric marketing framework. The initiative prioritized cultivating a culture of innovation, accountability, and responsiveness to customer needs. Key deliverables included:
- Developing a governance framework to establish clear roles, processes, and accountability aligned with client needs.
- Training over 200 marketers and service center employees to adopt client-centric practices and methodologies.
- Implementing a new MarTech Stack to centralize client data, manage marketing activities, and enhance customer interactions.
- Establishing a structured approach for stakeholder engagement, through interviews to identify client needs and opportunities for improvement.
- Launching client-focused product initiatives that generated significant revenue and pipeline growth.
Key outcomes
The client-centric transformation delivered remarkable results in just four months, setting a new standard for marketing excellence.
- 19 products successfully launched
- Over $5 million generated in revenue
- More than $17 million in pipeline opportunities.
This transformation significantly increased organizational agility and productivity while boosting client engagement and satisfaction. Internal feedback emphasized improved collaboration and strategic alignment, with teams gaining a sharper understanding of client priorities. The initiative firmly positioned the company as a leader in client-centric marketing, with plans to scale these practices across regions and departments.
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