New Strategy for Enterprise Competitiveness

Christopher S. Rollyson

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Case Studies/Knowledge-driven Customer Care Solution for Big Five Consultancy

Business Challenge

Drive conversion, penetration and retention goals of major services organization through implementing knowledge management-oriented customer intimacy solution delivered through customer extranets. 


Engagement manager, taking the lead in designing engagement and pitching to existing client.  Devised innovative R&D engagement to be a hybrid between customer care and business development. 


Designed engagement with two strategic goals: 1) to reduce cost of service by enabling clients to access work as it was being performed and 2) to drive additional revenue through high-value clients and to convert prospects away from competitors.  Projected involvement of project professionals as well as 16 high-value clients and prospects in the engagement, inviting them to participate in R&D beta extranet program.  Targeted complex service/product delivery processes that were very interactive between project teams and their counterparts within client organizations. Designed extranet prototypes to serve as repositories for all project documents, minimizing version control problems and tightening cycle times by providing real-time access to project information as it flowed between the Firm and its clients. 

Responded to clients' and prospects' needs for high-quality knowledge to support strategic decision-making processes.  Within extranets, designed centralized knowledge repository for relevant white papers, market information and newsletters to which targeted clients and prospects could be given access.  Real-time, exclusive access to high-quality information was very desirable to clients. 


  • Significant increase in productivity (at least 20%) of project professionals, through reduced time spent in version tracking, emailing documents to clients and waiting for clients to email corrections to documents. 
  • At least 25% increased engagement profitability due administration efficiency gains. 
  • Increased satisfaction of Firm professionals and clients due to enhanced responsiveness and less frustration. 
  • Significant number of new clients among prospect participants, who develop close working relationships with Firm project managers and learn how Firm collects and delivers value-added information to clients. 
  • Enhanced client relationships among participants and other clients as they are given access to extranets.

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