Transforming the Business Model for a Better Customer Experience

What We Did

• Developed and implemented highly effective change communication, training and process evaluation programs.
• Collaborated with the Sales and HR VPs to roll out specific phases and assisted with the roll-out of a new compensation plan.
• Worked with the corporate team to define and establish the appropriate support for the new operating model.
• Supported process review and integration of customer relationship management (CRM) systems; created process maps and recommended areas for improvement.
• Implemented a range of delivery methods and broad range of training and learning tools and techniques to support adoption and the people impacts.

Impact

• Enabled our client’s leaders to transform business practices to provide customers with dedicated relationship-driven representation from their Sales, Clinical Education and Field Technical Service teams.
• Delivered a change management roadmap, including the process and tools for measuring progress and receiving feedback.
• Improved internal communication—the critical people impacts—by developing a new pattern for effective communication throughout the organization.