Client Centricity Case Study: Fixing a soar Client Relationship
Background:
An ITES arm of a big software company which works with enterprises across industries wanting to improve its client relationship
Condition:
One of their large account ($1Bn) wanted to terminate their enterprise contract due to issues with ITES services. Hence main focus was to prevent the churn by short term fix and long term actions.
Big 5 Actions:
- Based on Client Interviews, employee interview and discovery, identified 4 actions to be immediately initiated (Service quality, Analysis, Client review framework, Org structure change). Facilitated the agreement of action with clients
- Identified delight opportunities to clients by performing Horizontal/Vertical synergy studies and subsequent prioritization roadmap
