ELA helped turn around this client’s downward spiral into success. It is now a rising star and globally-respected producer.
Business Problem: Company suffered from eroding margins, increased discounting, and lack of trust and respect from large systems buyers.
Solution: ELA designed a custom program, teaching and coaching individuals and teams in building high-level trust and providing a differentiated customer experience.
Results: 4% increase in margin, 10x increase in funnel, 2.5x increase in booked business.
Despite eroding margins, increased discounting, and lack of trust and respect from large systems buyers, our client’s goal was to become a trusted advisor and be perceived by the customer as an expert in offering IT transformation. We engaged with the senior sales staff whose responsibility was the large, global customer. The project focused on teaching and coaching individuals and teams on building high-level trust and providing a differentiated customer experience. The program was initiated by the CEO and touched all points between the company and its customer, from initiation to support. Using collaboration techniques that included facilitated workshops, peer-to-peer matching, and sharing of information, the program helped the account teams build a joint shared vision and roadmap with the senior executives of their accounts. This vision and roadmap brought new opportunities to the surface, where account teams could add value and further their mission to become trusted advisors to their clients.