Rapid, Unbiased Product Portfolio Assessment Leading to Strategic Improvements
TELECOMS COMPANY
Managing multiple stakeholders who follow different KPIs can create conflicting priorities within an organization, and in such cases, making unbiased strategic decisions often requires bringing in an external perspective
A former client contacted Differ on a Friday with an urgent need for an unbiased assessment of a product offering where internal disagreement existed. The client required a quick turnaround and Differ started the project the following Monday. The challenge was to quickly assess the product’s impact on the organization, both from a sales perspective and an organizational efficiency perspective. This included close collaboration with different teams within the client organization. Differ led the operation with assistance of the product team at client site and reported directly to the management team.
The in the first phase, Differ immediately engaged with the client and conducted a comprehensive review of the business, from a product portfolio perspective. This included data gathering and interviews with key stakeholders and departments such as Sales, Sales Support, Product Team, Analytics Team, IT and Customer Service. The interviews were complimented with an extensive analysis of the customer base.
The findings were presented to the management team as actionable recommendations, leading to adjustments in a recently launched product to optimize the portfolio. In the project, Differ conducted a current state analysis and a customer base analysis, which enabled revenue and cost optimization. This approach delivered rapid value creation for the client by improving the product portfolio and identifying key patterns for customer retention
In the follow up phase, Differ analyzed customer data from a churn and retention perspective, identifying critical business patterns and creating action plans to improve customer loyalty.
To make these strategic insights actionable, Differ worked in close collaboration with the client’s Sales, Product, CRM, and Marketing teams. This cross-functional approach ensured that recommendations were practical and aligned with operational realities.
The results presented to the management team included a proposal for a targeted product campaign aimed at a specific customer segment identified through the customer base analysis. This proposal was approved by the CFO and CEO and incorporated into the actionable plan.
Differ managed the entire process, integrating business insights, data analysis, and strategic objectives into a comprehensive plan that the client could implement without further support.
