Designing client listening program for leading professional services firm

Building momentum

A leading technology solutions provider sought to enhance its market presence and client engagement in a highly competitive industry. The company aimed to differentiate itself and drive growth by leveraging research and insights to transform client relationships into strategic partnerships. By developing a comprehensive understanding of client needs and market dynamics, the company intended to make informed strategic decisions and improve client satisfaction.

Our engagement

We partnered with the company to develop and implement a strategic research initiative, focused on gathering and leveraging actionable insights to enhance client engagement and drive business growth. Key elements included:

• Conducting in-depth research to understand client needs, market trends, and competitive dynamics.
• Establishing a structured process for integrating insights into client engagement strategies and decision-making processes.
• Creating a comprehensive reporting system to track the impact of insights on business performance and client satisfaction
• Facilitating workshops and training sessions to equip teams with the tools and knowledge to effectively leverage insights.

Key outcomes

The research initiative delivered significant improvements in client engagement, business outcomes, and revenue growth, reflecting enhanced client loyalty and advocacy.

• A 200% improvement in its Net Promotor Score (NPS).
• 180 stakeholders involved and more than 100 case studies.
• A 200% lift in reputation.

The program drove substantial revenue growth and effectively transformed client insights into actionable strategies, further solidifying its position as a trusted partner in the technology solutions industry.