Situation
A global technology company had a $2B+ customer success and services portfolio growing ~25% a year. But its business model was largely built around selling hours.
As AI made it possible to deliver more value with less effort, that model was coming under pressure. The company needed to shift from selling hours to selling outcomes – reengineering its portfolio around the value delivered to customers rather than the time required to deliver it. At the same time, it needed to continue growing revenue and margins, serve a broader range of customer needs, and expand into the high-growth mid-market.
Action
Keenan Reid redesigned the services portfolio around what customers valued most and where the business had the greatest opportunity to grow.
As part of this work, we:
- Conducted customer, delivery, and sales research to understand what customers valued and where their needs were changing
- Analyzed the competitive landscape and modeled the financial impact of different portfolio options
- Designed a new offer structure with multiple tiers, creating an entry point for mid-market customers while protecting larger enterprise opportunities
- Built the offer positioning and go-to-market strategy to support the new portfolio
Results
The company came away with a clear, executable portfolio strategy designed around customer outcomes rather than hours worked.
The new portfolio opened a path to mid-market growth with entry-level offers that allowed customers to start smaller and expand as their needs grew.
With the new offers, positioning, and go-to-market strategy in place, the organization had a practical plan to launch the portfolio and drive growth from day one.
