EXAMPLES OF OUR WORK
Strategy and Operations
For a key division for the leader in networking
- Strengthened the management team's strategic planning process, definitional language, organizational governance model, use of project/program ‘best practices’ and managed execution of a Balanced Scorecard performance management system that led to outstanding team performance on over 90% of all key metrics.
- Drove the build-out and training of an improved business operations process framework (managing communications, organization performance, financials, workforce strategy and information technology). Improved day-to-day run-the-business efficiencies that enabled 30% resource redeployment with no loss in effectiveness.
- Designed and drove implementation of a strategic initiative planning and prioritization process resulting in an aligned $80M strategic investment portfolio and execution of all key initiatives (35+ projects across 18 initiatives) on time and on budget through a high-performance PMO (Portfolio Management Office).
- Delivered an updated customer support 3-Year Operating Plan including an integrated global operating team relevancy assessment process. Worked with the Executive Communications Team to design and deliver a global strategy for plan communications including key message development and collateral preparation that enabled improved cross-functional global strategic alignment.
- Facilitated team building and the development on an integrated cross-functional business plan across hardware, software and services groups (who had never before worked together) for the world’s largest hardware vendor accelerating its transitioned to a new business model.
- Managed C-level strategic planning off-sites for multiple ‘start-up' technology firms that created measurable value in their global performance by focusing on solutions and benefits rather than technology features.
Executive Strategy Communications
- Managed a 7-person global team who delivered all employee services communications programs including web-based employee information portal, newsletters, external and internal articles, client workplace education forums, All Hands and a Presentation Library which improved brand recognition corporate-wide.
- Worked with a global Executive Communications Team to design and execute a global strategy communications plan including key message development and executive communications tools (PPT, toolkits, relevancy assessment processes, web portals), which improved cross-functional global strategic alignment.
- Assessed the effectiveness of a series of new communication programs and initiatives designed to improve the level of employee understanding of the groups organizational objectives including survey data analysis, a perception audit, focus group facilitation and executive communications PPT development.
- Designed and built web strategy information portals for several internal groups (TS Strategy & Planning, WPR Functional Teams, WPR Corporate, Business Operations)
Customer/Partner Experience Analytics
- Managed survey design and administration of key employee quantitative workplace environment market research surveys that drove acceleration in Cisco’s move to more open collaborative workspaces.
- Provided deep data analysis and leadership to a newly established cross-functional customer satisfaction improvement team. The resulting closed-loop, customer/client satisfaction performance improvement process enabled resolution of over 700 issues in < 90 days.
- Improved cross-functional collaboration between planning, voice-of-the-customer, portfolio management and strategic initiative program managers so that initiative benefits were more tightly aligned with key customer dissatisfiers.
- Multiple competitive analysis and market definition engagements for a series of start-ups improving their time-to-IPO cycle time.
- Conducted a detailed assessment of customer perceived benefits for a leader in database ETL technology. Based on the results, strengthened sales effectiveness by building a field sales ‘Return-on-Value model, white paper, market segmentation strategy and a customer reference database focused on solutions and benefits rather than technology features.
- Managed a qualitative and quantitative customer satisfaction assessment of the firm’s market leadership potential and the effectiveness of existing marketing programs, which enabled a refocusing and rejuvenation of key marketing efforts.
- Led a cross-functional Product Marketing Team that developed a major account ‘Go-to-Market’ plan to increase services sales from key global telecommunications service providers enabling effective repositioning.
- Analyzed and developed the framework for ‘Best-in-Breed’ channel partnering strategy and program implementation for several start ups such that clients were able to ‘jump-start’ their channel programs and focus only on those efforts likely to generate maximum return.
- To help a new entrant in supply chain performance management applications build credibility with key supply chain System Integrators, conducted a series of interviews with key alliance partner ‘though-leaders’ to assess the product/market suitability of the firm’s solution.
- Wrote multiple market assessments and business plans for non-USA firms interested in doing business outside of the USA and built training seminars and tools for USA firms interested in expanding overseas.
Sales Transformation and Enablement
- Designed a workforce development training program, for local bank branch merchant e-commerce account managers for the diversified products division of a leading California-based bank to strengthen their understanding of merchant payment processing services options.
- Conducting a sales force effectiveness assessment and training of key sales executives for a leader in the financial services credit-card transaction processing industry that led to a more competitive orientation and strengthened customer relationships.
- Leading ETL vendor wanted to become more solution oriented and show the business rather than technical value to the business of the firm’s tools technology. After conducting a detailed assessment of customer use and perceived benefits of the firm’s technology, by industry, size of firm, type of benefit, adoption within the firm etc. built a field sales ‘Return on Value’ model, white paper, market segmentation strategy, key customer reference database and other sales tools that enabled field sales to focus on solutions and benefits rather than technology features.
- Designed and built a global account management program including account selection criteria, global staffing strategy and policy and practices documentation for a leading ETL vendor which enabled the firm to reposition itself in the customer’s eyes as an enterprise rather than a small tools provider able to pursue national and global sales opportunities. Researched and built an ROI tool to drive a more strategic, enterprise wide sales model that became a cornerstone for field marketing programs.
- For an emerging supply chain performance management vendor documented existing sales and marketing process flows and built a ‘Sales Process Tool Kit” to drive proactive sales and marketing management efforts. In addition identified and interviewed key Systems Integrators and Analyst ‘though leaders’ to confirm/clarify ‘value proposition’, market positioning and sales strategies.
- For a lading edge computer vendor managed the resolution of all inter-divisional global sales operations issues and for developing common global sales policies, practices and programs such as global pricing, sales compensation and order administration. Negotiated global volume purchase, licensing and joint selling agreements.
- Transformed Tandem Computers major account sales strategy from a narrowly focused multi-country approach to an integrated global leadership play, resulting in significant international revenue growth and improved global customer satisfaction.