The client: a $4B division of a listed corporation specialising in Wholesale & Retail. The division is a combination of B2B sales (wholesale), B2C sales across several retail brands, service areas, marketing, and procurement and it includes 200+ people.
The challenges when we started working with them late 2017-early 2018:
The business had acquired a mix of companies over the years and there was no integration, no common language, no consistency, etc.
The business was in flux and sales and share price were in decline.
There was poor customer retention.
Several key brands were being disrupted.
Sales and services teams were not trained to deliver to customer centric professional standards.
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