LAUNCHING A NEW TEAM AT AN ENGINEERING COMPANY

PROBLEM

The company was experiencing unacceptably high levels of client attrition, making it difficult to achieve revenue goals.

SOLUTION

The Rocket Model framework was used to help launch a cross-functional task force assigned to address the company’s customer churn problem.

Over a four-month period, the task force team went through a series of Rocket Model exercises to:

  • gain a shared understanding of issues surrounding the customer satisfaction problem
  • clarify team member roles and responsibilities
  • establish meeting, communication, and decision-making norms
  • develop and implement a plan for managing key stakeholders
  • develop practical solutions with detailed action plans and cost-benefits analyses
  • and make recommendations to the executive leadership team

OUTCOME

The team was successful in having its recommendations accepted and put into place, resulting in the implementation of a robust customer satisfaction measurement system and leaders being held accountable and rewarded for achieving their customer satisfaction goals.

As a result, customer retention rates improved dramatically, helping the company improve revenue growth.