Case Study - Customer Success & Business Consulting
Building Alignment into the Operating Model
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Overview
A technology company was growing faster than its systems could keep up. Sales, product, and customer success teams were working hard, but not together. We were asked to build clarity, not just capacity: a model for growth that would make alignment a measurable discipline.
Our Approach
We mapped the customer journey from first touch to renewal and identified where ownership blurred between teams. We helped leadership redesign touchpoints, redefine roles, and articulate the shared metrics that would let value be seen, not assumed. The engagement transformed the company’s rhythm from reactive to coordinated, from performance to orchestration.
Outcome
Growth became predictable because it was built on communication. Teams began speaking a common language of success, and customers felt the difference at every turn.
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When teams begin to see the customer journey as shared territory rather than separate tracks, growth becomes predictable—and human.
Scotch & Bonnet Consulting
