Technology

The organization is one of the leading providers of digital applications and technology solutions on the SAP Cloud Platform, headquartered in India. Their comprehensive suite of intelligent digital enterprise applications helps Fortune 500 customer organizations in North America, Europe, the Middle East, and Asia achieve business results with agility and scale in the evolving business environment. 

 

As a growing company, it wanted to take a fresh look at its marketing opportunities and find new ways to diversify its footprint across new geographies. The company was also looking to repurpose its approach to enhance the customer experience and bring in automation to accelerate sales and marketing efforts, utilizing human capital better. 

 

Goal: Boost demand generation, adopt a data-driven approach to enhance the customer experience, and facilitate the rollout of marketing and sales automation. 

 

Growthsutra Advisors partnered with the company to solve three major issues, including taking a fresh look at how existing resources could be utilized to improve demand generation. We also designed a customer success program for the company to improve the relationship with its existing customers. Moreover, we ideated and executed process design and automation for inside sales, email marketing, relationship surveys, and sales marketing collaboration. 

 

Demand generation is critical for every business, and finding the right nerve for improving the marketing qualified leads is very important. Growthsutra's advisor quickly identified industry-, product-, and account-focused DRIP marketing campaigns as best suited for the company and nurtured the new and existing contacts through an integrated approach of webinars, emails, social media, industry thought leadership blogs, and cold calling. 

 

An effective Customer Success Program is essential to ensure customer experience management that can lead to repeat business and cross-selling opportunities. Growthsutra introduced a structured approach to the voice of the customer to begin with and instituted various relationship surveys to gather customer data and feedback. With a customer issue at level zero, we were able to help the company achieve a 100% NPS score.

 

With our knowledge of process design and automation tools for creating and managing demand, the company was able to improve marketing performance, cut down on turnaround time, and set up a system for closed loop monitoring. We helped with the adoption of marketing campaign automation, partner nurturing, and integration with sales CRM to enhance overall collaboration between sales and marketing units. 

 

The conjoined effort of working on the sales and marketing processes end-to-end led to a performing demand center and improved customer service and retention. 

 

 

Numbers

Achieved 21% MQL- SAL conversions

Achieved 100% Net Promoter Score from customers

Achieved 100% automation for all Campaigns to improve sales-marketing collaboration

Root Cause Analysis conducted to achieve zero issues for customers