Client engagement and advocacy strategy
T&H CX > Our Work > Customer Research Case Studies > Client engagement and advocacy strategy
Project Overview
With a trusted reputation and a solid and long-term client base, Strategic Group was looking to elevate their client engagement to drive deeper & more valuable relationships, and ultimately advocacy, from their client base.
Customer Objective
To be provided with proactive, strategic support that adds value to my business.
Business Objective
To unlock advocacy within the client base to drive greater client referrals.
Strategic Group
Strategic Group is an Australian based IT company, partnering with clients to deliver tailored end-to-end IT solutions and support. Founded in Newcastle, Strategic Group has since expanded across the country to service businesses Australia wide.
Industry:
IT Services & Consulting
Company size:
40+ employees
Collaborated with T&H:
2023-2024
Approach
Tasked with understanding the needs, wants and expectations of Strategic Group clients, Tortoise & Hare undertook qualitative research through 1:1 interviews with a sample of current clients from across a variety of businesses and roles.
Insights gathered through the interviews unlocked an understanding of their client positioning, and guided the areas of opportunity for Strategic Group to focus on.
The engagement and advocacy strategy was then designed off the back of these areas of focus, and included detailed key initiatives to pursue in order to elevate their client CX.
Results
Interviews were completed with a variety of clients from across their base, providing a detailed understanding of what clients are looking for in an IT service provider, their IT outlook and also feedback on their current engagement with Strategic Group.
An implementation roadmap for the strategic initiatives was developed and will guide Strategic Group’s client management planning moving forward.
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