Industry: Technology
Driving Efficiency and Engagement Amid Change
Keeping Employees and Customers Engaged and Retained During a Reorganization
The Solution
Understanding, Transitioning, and Measuring
- Conduct customer and employee interviews and develop personas by segment to understand needs and concerns.
- Positioning work to define a shared vision for the future and its value to employees and customers.
- Create a rollout plan and craft key messages for coordinated, well-timed, and audience-specific communications.
- Manage the brand transition to ensure customer retention and align the brand promise with internal efforts.
- Establish KPIs and implement dashboarding to define and measure the success of the project.
- Execute a CRM transition to merge teams into a single toolkit, standardized process, and centralized reporting - resulting in cost savings and improved productivity.
- Centralize, streamline, and enhance engagement in the employee intranet by populating it with news and resources of interest.
Manage Change Through Alignment
- Translate the global organization's change to focus on employee and customer value, helping to improve cross-functional alignment.
- Internal/external communications including strategy and execution (video, email, social, on-site updates, etc.)
- Establish rhythm and channels for feedback loops
- Determine new decision-making processes
- Bridge HR, sales, engineering, marketing, and IT to make changes with impact organization-wide