AuditOperating modelsMeasurement
Assessing customer engagement across a newly formed region
A newly formed regional life sciences organisation
The challenge
A restructuring brought affiliates into new regional groups. Regional leaders needed to understand how customer engagement differed between markets and where to focus support.
What we delivered
We used a six-vertical assessment framework, cross-functional interviews and reviews of data and documents. Quantitative and qualitative findings were compared across affiliates, then translated into agreed priorities.
What changed
- <6 weeks
- Assessment and planning
- 12 months
- Co-created implementation timeline
- 5 steps
- Agreed action plan
In less than six weeks, the team had a comparative assessment, a co-created 12-month timeline and a five-step action plan. These were the delivered outputs; the case does not report a subsequent commercial result.
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