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