Business Needs

A multi-national IT and business integrator was experiencing low growth and building customer satisfaction issues, particularly with key clients, affecting its business, market positioning and brand.  Some issues were a result of internal organization conflicts.  

Solution

Stonebridge’s objective was to identify key drivers and a strategy to improve performance with emphasis on the customer relationship.  Changes implemented included new “client-focused” organization approaches with global client leaders, global versus regional measurements, and greater industry focus that created increased organizational teamwork. 

Results

Independently provided customer satisfaction measurements, included in compensation, along with additional industry versus geographical organization focus with their clients, besides organizational changes, also contributed to improve results over time.