Across industries, our B2B clients face evolving customer expectations, complex operating environments, and growing pressure to scale efficiently. Through deep collaboration and a focus on measurable outcomes, we help them rethink strategy, simplify operations, and build customer loyalty.
The following case studies showcase how we have partnered with B2B organisations to solve critical challenges, improve retention, enhance customer experiences, or build capabilities that deliver lasting impact.
Over time, our client’s customer experience (CX) had steadily declined, with increasing feedback indicating that competitors were delivering a superior experience. Despite occasional efforts to measure CX, the organization lacked consistent, end-to-end visibility and had no reliable data to validate or respond to customer concerns.
To address this, we designed and implemented a competitor NPS benchmarking program. This initiative provided a clear view of the client's position, highlighting strengths and critical gaps relative to competitors. Two years on, the client’s NPS surpassed that of its competitors and positioned the company as a leader within its peer group. Central to this success was the establishment of a CX Champions program, which drove change at every level of the business, embedding customer-centric thinking and sustaining long-term impact.
Case Study - NPS program (pdf)
DownloadThe previous sales compensation plan was misaligned with the company’s strategic objectives and burdened by unnecessary complexity, creating confusion among recipients and administrators. Weak governance and a lack of safeguards enabled system manipulation and average performance disproportionately rewarded, resulting in payouts exceeding industry norms. Tensions mounted across the commercial organisation, ultimately reaching a critical tipping point.
In response, we designed and implemented a new sales compensation plan grounded in five key principles: driving the right behaviours, ensuring strategic alignment, setting ambitious yet achievable targets, incorporating industry best practices, and establishing strong governance controls. Twelve months later, the organisation delivered double-digit growth, reduced excessive payouts by over $1 million, and realised broader improvements across client engagement, talent, processes, and technology.
Case Study - Sales Compensation Plan (pdf)
DownloadAs the client’s business expanded through organic growth and M&A activities, customer inquiries surged, placing unsustainable pressure on the support function and diminishing customer experience. The objective was to transform the support organisation into a scalable, strategic driver of customer value.
Over a focused three-month engagement, we guided the client through our four-stage operating model design framework. Together, we identified and designed 30 targeted improvement initiatives spanning people, processes, and technology. The result was a substantial uplift in performance, delivering a significantly enhanced experience for both customers and employees.
Case Study - Customer Support Transformation (pdf)
DownloadOur client had faced stagnant customer satisfaction scores for years, leading to minimal growth and a declining competitive edge. To uncover pain points, prioritise improvements, and enhance key touchpoints, the client sought a clearer view of the end-to-end customer journey.
Over a three-month engagement, we mapped the full customer journey, clarified touchpoint ownership, and conducted a customer satisfaction survey. This led to 45 improvement initiatives ranging from smaller internal projects to more significant platform redesigns.
Within 12 months of the project's completion, the company saw a 15% increase in NPS and double-digit revenue growth.
Case Study - Customer Journey Map (pdf)
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