The Case Study: The Challenge Our client is a fast growing company that provides a variety of outsourced customer management solutions, customized telephone support services, order fulfillment, and marketing services for some of the most demanding Fortune 500 firms worldwide. After making a number of acquisitions, they were challenged with consolidating all of the businesses together into one company, getting the organizations to speak the same language, and moving to a more customer-centric approach to “think like a customer.” At the same time, management needed to keep their focus on growing the business and improving their operational effectiveness. The company had multiple sales and account management organizations in both North America and Europe. They were faced with the added challe

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