CASE STUDY
Real Stories, Real Results
Optimizing Communication and Strategy Alignment: A Case Study in Client Growth
The Client
The client reached out to our agency as they were in talks for acquisition but faced stagnating sales compared to the previous year. This threatened their acquisition prospects and potential valuation. The POC struggled with team oversight and project completion. The pressure to show quick results overshadowed the importance of long-term projects, which were essential for stable growth. Our objective was to address these issues and help improve their sales figures and overall performance.
The Problem
In striving to handle more complex challenges and cater to higher-income clients, we welcomed a client generating over $300K in monthly sales, with an average price point of $30, totaling approximately 10K units sold per month. This presented hurdles in inventory management, customer support, and ads/PPC, particularly with the client’s expansion into three new product lines. Unexpectedly, navigating brand management became arduous due to the client’s acquisition by a larger entity, doubling scrutiny and reporting obligations.
As our initial recommendations yielded positive outcomes, communication breakdowns emerged. Weekly meetings with a Point of Contact (POC) lacking decision-making authority hindered progress, with directives often lost in translation. Despite establishing standard procedures, the POC redirected us to departmental teams, elongating processes and fostering confusion.
What We did
Recognizing the need for strategic alignment and streamlined communication, we sought involvement in higher-level discussions, securing access to the company CEO and the acquiring group’s representative. This facilitated a comprehensive understanding of the company’s long and short-term strategies, enabling tailored recommendations. Furthermore, direct engagement with the CEO enabled the resolution of our secondary concern: decentralized communication. Implementing a dedicated Slack channel involving the CEO, our team, and relevant department managers fostered clarity and efficiency, enhancing project coordination and approval processes.
The Result
Our advice streamlined communication, establishing SOPs with departments and reducing POCs to one manager per department, with the CEO for decisions. Slack facilitated alignment on strategy for shopping events and seasonal sales, promoting organic brand growth, with Amazon integral to their strategy.
Strategic alignment and clear communication paved the way for organic brand growth, ensuring long-term client success.
Strategic alignment and clear communication paved the way for organic brand growth, ensuring long-term client success.
Lessons Learned
Through this project, we learned the critical importance of strategic alignment and clear communication. Engaging with higher-level decision-makers, like the CEO and acquiring group’s representative, was essential for understanding company strategies and tailoring our recommendations. Establishing direct communication channels and clear SOPs reduced confusion and streamlined processes. Our core values of strategic involvement, efficient communication, and tailored solutions were reinforced, ensuring long-term client success.