Situation
Our client initiated an internal global marketing campaign to move from brand focus to customer-centric focus. The project had three workstreams – Customer, Colleague, and Platform. The project rolled out various solutions from existing resources that were already taking a customer-centric approach to creating new tools to support marketing and medical colleagues with customer-centric marketing.
Satori Solution
We supported the Customer workstream which was responsible for the customer strategy and content creation from customer acquisition to strategic content marketing. We assisted the internal consulting group with program management, customer-centric content, and strategy creation. Activities included vendor selection, resource organization and presentation, content creation for customer-centric marketing, and program management including regular status meetings with the Leadership Team and developing a global messaging plan.
Results
As leaders of the Customer workstream, we delivered Phase-I of Choose – a customer strategy engine compiling all available resources on customer centricity outside of colleague training. Phase-II of Choose was scoped to be an interactive platform to help marketing and medical colleagues create their own unique customer journey maps and content based on their customer-centric focus.