Case study: Reimagining the business model
One of our clients has set on a 5-year path of ambitious growth, aspiring to exceptional investor returns while concurrently using their scale to reshape their industry. Dissatisfied with the customer and employee experience which results from the industry’s traditional business model, the leadership team believes that a new approach can sustain better outcomes for all, and generate more value from both organic and inorganic growth tactics.
As a key milestone in our 2-year relationship with this client, we led a workshop-based process with the senior leadership team to:
- Clarify organizational purpose and aspiration while grounded in reality of front-line delivery
- Envision the future state of client and front-line employee experience
- Redesign the business model for a virtuous cycle which enables the differentiated experience alongside healthy business economics and social impact
- Identify critical change requirements and design a portfolio of implementation initiatives
- Mobilize execution and establish rigorous governance of value realization
At each step, we provided analytical decision support, structured facilitation with creative event production elements, executive team coaching and transformation program development.
Key impacts of this work were:
- Acceleration of strategy development and alignment process well beyond expectations
- Innovative problem-solving to address legacy barriers to growth
- Breakthrough level of cross-functional collaboration
- Mobilization with a pragmatic approach of “do differently” rather than “do more”
In our two years with this client, top line has grown 40%. For organic growth, we supported the design and adoption of an operating model that delivers more consistent customer and employee experiences alongside superior profitability. For inorganic growth, we have helped to first evaluate and then integrate acquisition targets in context of the growth strategy and operating model, paving a faster and smoother path to deal value, and enhancing our client’s industry reputation as a respected acquirer. We are proud to see them well on their way to long term success.
