Your Customers Can Show You the Way

This company was a textbook case of “stuck.” They had slowly exited a large account. The relationship with the customer had been draining for everyone on the staff. Even though the company had been a key part of the customer’s meteoric growth, the spark was gone. In many ways, the company was relieved to have it end.

Feeling a little scared, senior management took a step back. They considered a number of new initiatives. They weren’t sure what to do next. As part of the process, we helped them perform some strategic conversations with key customers. The feedback that was gathered brought home the strengths that the company had (and a few weaknesses). It helped them understand their worth to a whole array of new and potential clients. The plan of action seemed almost obvious.

With new energy and clarity, the management team made a few changes in the substance and appearance of their business. They tightened up their marketing message and took it to some new audiences. Today, they are glad that they lost the old client and have taken on many new ones. They are adding people and moving to a new office. Being stuck was an opportunity that this company exploited to great advantage.