Embedding a client centric culture in a product and process focused industry

How can shared language increase trust and collaboration with clients?


What we did

Ran a Client Centred Thinking workshop to introduce a common sales language and approach across the whole company.
Provided one-one coaching to support senior leadership.
Delivered group follow up sessions to embed change.

Results

A key outcome for LYTT was to increase the quality of client engagements, enabling better deal control and understanding of the buyer experience.

Situation

Tech start-up LYTT offers proprietary software and data analytics for the oil & gas industry, with technology that transforms large volumes of fibre optic sensing data from wells into insights which give unprecedented visibility into some of the world's most challenging environments.

To meet ambitious growth goals, and given the uncertainty of the Covid landscape, LYTT is exploring the application of its technology to other sectors, so the leadership team recognised that they needed to empower employees to find, convert and delight new clients.

They needed a common language and steps for client engagement that focused on driving collaboration, increasing understanding and building trust with the client.

Action

True & North delivered a Client-Centred Thinking workshop to introduce the LYTT team to our proven framework and support them developing meaningful relationships with customers.

We supported cross-company collaboration through a common sales language and approach, and embedded learning and understanding through follow-up group coaching and targeted one-to-one coaching.

Our training with True & North has enabled us to improve our discovery sessions with clients and the quality of our proposals, which will impact our conversion rate.

Andy Rees

COO at LYTT

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