Business Challenge
A nine-location brick-and-mortar business had no digital sales capabilities and needed a new approach to reaching and converting customers.
Leadership Decisions
Designed and implemented a new digital strategy and operating model.
Introduced Internet Sales Centers, including organizational structure, roles, and incentive models.
Defined the technology ecosystem to support end-to-end customer lifecycle management.
Connected digital lead generation with sales operations and customer conversion, including upskilling over 100 current employees on the new technology.
Business Impact
More than $1 million in digital sales generated within the first year.
Advisory perspective
Digital growth requires leaders to rethink how their organizations acquire, engage, and convert customers. Technology enables the opportunity, but operating models, incentives, accountability, and organizational capabilities determine whether it succeeds.
