Creating an Intentional Strategy for Every Key Relationship
At The Collective, we believe that every relationship within your organisation—whether with customers, team members, or partners—plays a crucial role in your success. Our framework helps you improve and measure the value of these relationships, ensuring they are strategic and aligned with your business goals.
We provide the tools and guidance needed to enhance customer experiences, strengthen team collaboration, and build impactful partnerships, all while laying the groundwork for sustained success.
Case Study: Market Exploration & Sales and Service Strategy for Performance Health Systems
Performance Health Systems engaged Jennifer Halsall in a 12-week project to explore their target markets and develop a comprehensive sales and service strategy including defining B2B personas for their Power Plate product. Working alongside a dedicated internal project group, We focused on creating clear customer pillars and utilising customer journey mapping to define effective value propositions, KPIs, and tools for scalable deployment. We developed upsell and up-service strategies for existing customers and provided strategic introductions for new enterprise accounts.
Key Business Characteristics and Decision-Making Profiles:
We developed a comprehensive matrix detailing each persona's customer offering, including service scope, digital presence, studio size, target demographics, communication channels, and growth opportunities.
Definition of B2B Customer Segments:
We worked closely with the team to define the B2B Customer Pillars for Power Plate, focusing on one target market but creating a framework adaptable to other regions. This involved identifying business characteristics and decision-maker profiles specific to each persona.
Mapping the Customer Journey and Defining Key Metrics
The customer journey for Power Plate's Enterprise Customers and Distribution Partners was mapped out from initial awareness to brand advocacy, with KPIs reviewed and suggested at each phase to align with best practices. We then combined these insights into a comprehensive B2B customer experience map, detailing the journey from introduction to becoming a loyal advocate.
Working Packages for Implementation:
After establishing the framework, we collaborated with the internal team to outline the deliverables for successful implementation. While creating these tools was beyond the initial scope, additional working packages were proposed to support ongoing deployment.
This framework isn't just for customers—it can be tailored to enhance any key stakeholder relationship, making sure you get the best results across the board.
Ready to elevate your relationships? Let’s chat about how The Collective can help you reach your business goals.