Enhancing client experience for retention and growth for global enterprise

Building momentum

A global enterprise in asset lifecycle intelligence sector sought to enhance its client experience to drive retention and fuel growth. Despite early successes, its Account-Based Marketing (ABM) initiatives had plateaued. Challenges included a lack of alignment between marketing and sales and insufficient insights to effectively personalize client interactions.

Our engagement

We partnered with the company to revitalize its ABM program, focusing on client-centric strategies that bridged organizational silos and elevated engagement quality. The collaboration centered on improving governance, standardizing planning processes, and delivering personalized client interactions. Key initiatives included:

• Optimizing the ABM governance model to ensure consistency and clarity in global and regional client engagement strategies.
• Piloting scalable ABM methodologies with playbooks designed to refine account discovery and tailor messaging.
• Establishing best practices through learning and development programs and launching a global ABM Council to embed client-centric strategies.
• Implementing a measurement framework to track reputation, relationships, and revenue, to optimize client experience outcomes.

Key outcomes

The enhanced ABM program delivered measurable impact, transforming the company’s client engagement and growth trajectory. ABM-driven activities outperformed non-ABM efforts in client satisfaction and retention.

• Target account coverage grew to over 52,000.
• Annual marketing interactions increased to 148,000.
• The initiative generated 709 opportunities valued at $125 million.

Stronger cross-team collaboration elevated marketing’s role in leadership discussions on client experience, setting a new standard for engagement excellence. The program reinforced the company’s reputation as a leader in delivering exceptional client value while driving sustainable growth.