Value Creation Archives - Page 13 of 30

Voice of Customer Process: Methodologies for Better Service

August 22, 2023 Brad Gerick

Customers shape the success of your business. Their feedback, preferences and expectations guide your strategies, refine your services and bolster your bottom line.

Enter the world of the Voice of Customer (VoC). This indispensable tool – often part of a specialized commercial due diligence project – empowers you to tap into what your customers desire and harness their insights for growth.

VoC is a research method that captures customers’ expectations, preferences and aversions. By leveraging this approach, you can cultivate a customer-centric culture that not only boosts satisfaction but also propels your business to new heights.

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VoC (Voice of Customer) Methodologies

VoC methodologies are a collection of techniques to gather valuable customer insights. They pinpoint customer needs, expose pain points and reveal opportunities to improve.

BluWave co-head of research and operations Keenan Kolinsky says using an industry-specific third-party can make this process more efficient.

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“The study can be much more targeted if there’s a specific customer segment they’re interested in. Additionally, when a VoC is part of a due diligence activity, the acquisition target could introduce the fund to a targeted and select group of customers to get their insight specifically,” he says. “They’re much more targeted insights from the key accounts that can make or break the business.”

Customer Interviews and Surveys

Nothing beats a conversation when it comes to understanding customers. Interviews unveil the “why” behind behaviors, offering rich qualitative data. On the other hand, surveys, whether online, email or SMS, yield quantitative data, transforming feedback into measurable insights.

By pairing these methodologies, you gain a holistic understanding of preferences and experiences. But managing and interpreting both qualitative and quantitative data can be complex. Collaborating with expert third-party services can alleviate this burden, allowing you to focus on leveraging the insights.

Social Media

Customers often voice their opinions on social networks like Facebook, Twitter, Reddit, Instagram, TikTok and more. Monitoring these platforms uncovers real-time feedback and sentiments. Social listening tools identify trends, track brand mentions and facilitate customer engagement. This goldmine of unfiltered opinions can equip you to refine your products and services.

CASE STUDY: Enhancing Customer Insight for Healthcare Investment Success

Doing this on a regular basis, though, can become unwieldy. Experienced third parties who do this on a regular basis can save you time and help you get capture core customer sentiments.

Focus Groups

A small group of customers, a structured discussion and a skilled moderator – that’s a focus group in a nutshell. It’s enables customers to freely express their thoughts.

This format often reveals hidden perceptions and enables you to understand how group dynamics influence feedback. Nevertheless, coordinating and moderating focus groups can be time-consuming and requires expertise for accurate interpretation. Here, experienced third-party firms can step in, streamlining the process and ensuring valuable takeaways.

Access Commercial Due Diligence Resources

Customer Support Data

When customers reach out for support, they reveal their needs and frustrations. Scrutinizing inquiries, complaints and feedback from support channels can reveal recurring issues and areas for improvement.

Website Behavior Analysis

How do customers interact with your website? Analytics tools – like Google Analytics 4 – offer the answer. By tracking page views, clicks and navigation paths, you gain behavioral insights.

Heatmaps, user recordings and conversion funnels also unveil usability issues and help streamline the customer journey. But analyzing such granular data and deriving meaningful insights isn’t everyone’s cup of tea. It demands deep technical expertise and significant time investment. A third-party solution with a knack for analytics can be the key to unlocking these valuable insights, sparing you from getting lost in the complexity of data.

Online Reviews

Customer feedback thrives on online review platforms. By monitoring them, you can understand customer sentiments and address concerns. Engaging with customers on review platforms also shows your commitment to their satisfaction.

Feedback Forms

Feedback forms on your website or app offer a structured way to gather feedback. Well-designed, user-friendly forms capture specific information, enabling customers to express their thoughts in detail.

Net Promoter Score® (NPS®)

How likely are your customers to recommend your business? The Net Promoter Score® (NPS®) offers a clear answer. NPS® surveys categorize customers into promoters, passives and detractors. Analyzing this data uncovers the reasons behind customer ratings and helps craft strategies to boost loyalty.

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VoC (Voice of Customer) Processes

Data Collection and Analysis

Gathering data is only the first step. VoC methodologies call for structuring and organizing data to facilitate effective analysis. Tools and techniques for data analysis spotlight key insights and patterns, making sense of what you collect.

Insight Generation

Converting data into actionable insights is the heart of VoC. Analysis uncovers customer preferences, pain points and emerging trends. Triangulating from different methodologies offers a comprehensive understanding of your customers.

Action Planning and Implementation

Insights are the foundation for action. Prioritize improvements based on both customer input and business goals. For instance, if feedback consistently points to slow website load times, prioritize website optimization. Effective implementation requires cross-functional collaboration to effect change.

Monitoring and Continuous Improvement

The Voice of Customer process is not static, but rather a dynamic, ongoing endeavor. It evolves in sync with market trends and customer needs. Establishing continuous feedback loops, gauging progress and refining strategies based on the evolving customer landscape is essential.

“You could also incorporate price sensitivity into a VoC to help a company determine if there’s room to increase prices,” Kolinsky says. “Basically what the customer thinks about how the product or service is priced.”

This is where BluWave steps in, bridging the gap between understanding your customers and implementing that understanding into actionable strategies. Our research and operations team works diligently to connect you with industry-specific, vetted service providers who specialize in Voice of Customer methodologies. They assist you in maintaining the momentum of your VoC efforts, from the initial data collection to the final stages of strategy adaptation.

CASE STUDY: In-Depth VoC Study To Drive Future Growth in Healthcare Company

Through our extensive network, we’ve got you covered whether you are a private equity firm, a portfolio company, or a private or public company. Our exact-fit resources are at your disposal to ensure you remain customer-centric, adaptable and progressive in the ever-changing market landscape. We understand that your goal isn’t just to listen to your customers but to hear them, comprehend them and ultimately grow with them.

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Strategic Recruitment for Key Manufacturing Sales Roles

Service Area: Non-Executive Recruiter

Client Type: Lower-Middle Market Private Equity Firm

Service Provider Type: Specialized Recruiter

Industry: Manufacturing

The Need

Filling Critical Sales Positions to Drive Expansion

A prominent private equity firm in the lower-middle market sought to rapidly fill two pivotal sales roles for a portfolio company in the manufacturing industry. The roles — a regional sales manager in the Midwest and a territory sales manager for the Pacific Northwest — required adept individuals capable of navigating intricate industrial buying processes. The firm needed aggressive sales professionals who could not only engage clients but also drive growth through strategic selling.

The Challenge

Matching Expertise with Manufacturing Sector

While industry-specific technical expertise wasn’t essential, the client was searching for candidates who possessed strong sales acumen. The candidate pool needed to exhibit a mastery of client engagement and the ability to proficiently close deals, a combination that could catalyze the company’s growth.

How BluWave Helped

Specialized Recruitment for Aggressive Sellers

Leveraging its close relationship with third-party non-executive recruiters, BluWave connected the PE firm with a specialized resource from the Business Builders’ Network. The recruiters then targeted individuals who could craft compelling sales narratives and nurture client relationships to drive expansion.

The Result

Accelerated Growth Through Strategic Hiring

The recruiter landed professionals who not only possessed the desired aggressive sales skills but also displayed a knack for strategic thinking within the manufacturing industry. By filling these key positions, the manufacturing company could now adeptly engage industrial clients, converting prospects into customers and driving growth.

‘A Player’ Needed To Lead Portco’s People Operations

Service Area: Executive Search

Client Type: Portfolio Company

Service Provider Type: Vice President of Human Resources/People Operations

Industry: Technology – Software

The Need

High-Performing Executive To Lead HR Department

A portfolio company engaged BluWave to orchestrate a targeted search for a vice president of people operations to lead a technology software company’s HR endeavors. The company’s vision to maintain high employee engagement, foster a growth-oriented culture and optimize the recruitment process necessitated a skilled HR leader.

The Challenge

Cultivating Culture and High-Performing Teams

The primary challenge was to find a VP of HR who could uphold the existing culture’s vibrancy while growing it. The candidate needed to blend strategic HR expertise with an ability to manage and integrate a dynamic culture within a growing technology company.

How BluWave Helped

Tailored Search for People-First Leadership

BluWave collaborated with the portfolio company to craft a tailored executive search strategy that aligned with the software company’s values-driven culture. This approach identified a rising star – the “A player” the company sought – capable of not only driving HR strategies but also contributing to organizational health, diversity and inclusion, and talent acquisition.

The Result

Empowering Organizational Transformation

The transformative HR leader resonated with the company’s values and growth mindset. He brought a blend of high-tech experience and a strategic yet hands-on approach. With the new leader in place, the company is poised to enhance its employee engagement, build a robust hiring system and propel its organizational excellence journey.

BluWave’s tailored approach to executive search ensured a seamless integration of an HR leader who shares the company’s vision, values and goals.

C-Suite Executive To Streamline Dental Operations

Service Area: Executive Recruiter

Client Type: Portfolio Company – Dental Clinic

Service Provider Type: Operations Executive

Industry: Healthcare Services

The Need

Optimizing Dental Business’s Leadership

A multi-location dental business needed a COO to turn around the organization’s operations. The goal was to enhance efficiency by overseeing regional managers and streamlining various aspects of the dental clinics.

The Challenge

Navigating Complex Operations

The business needed the rare COO capable of managing six regional managers, each overseeing a cluster of dental clinics. Additionally, the C-suite executive needed to address specific requirements such as inventory management, customer relationship management, advertising and P&L responsibilities. Identifying an executive proficient in dental healthcare operations while possessing the aptitude for process optimization added to the complexity.

How BluWave Helped

The Perfect Match on Standby

BluWave presented a short-list of accomplished industry-specific recruiting firms. The dental business selected one, and was connected with a candidate who showcased expertise in multi-location healthcare operations, displaying an adept understanding of streamlining processes, inventory management and customer engagement. His background, including lean transformation knowledge, aligned perfectly with the portfolio company’s requirements.

The Result

Drastic Operations Improvement

With his proficiency in regional management, inventory control and customer relations, the new chief operations officer drastically improved the dental clinics’s day-to-day functions. This engagement demonstrated BluWave’s ability to connect specialized recruiting firms with the unique needs of small-market private equity firms and their portcos, fostering operational excellence in specialized industries.

Operations Integration: Industrial Park Carveout

Service Area: Merger Planning & Integration

Client Type: Small Market Private Equity Firm

Service Provider Type: Carveout Consultant Experts

Industry: Industrial Services

The Need

Standing Up Operations

When confronted with a corporate carve-out investment opportunity under LOI, a small-market private equity firm sought BluWave’s assistance in orchestrating a seamless transition for a new entity. This carve-out, centered around an industrial park in the south-central U.S., required focused expertise in accounting, finance and HR functional areas.

The Challenge

Complex Carve-Out Dynamics

The complexity of the carve-out scenario was heightened by the diverse array of services provided by the new entity, which included utilities like steam, rail, nitrogen and compressed air to multiple tenants, primarily large chemical manufacturers. The intricate billing structures, coupled with the transition from the parent company’s systems, created a challenging operational environment that needed efficient streamlining.

How BluWave Helped

Facilitating Operational Transition

BluWave connected the private equity firm with a merger planning and integration service provider specializing in complex carve-outs. This expert team was well-versed in the unique operational demands of the petrochemical industry, with experience in downstream, refining and industrial manufacturing.

The Result

Smooth Operational Setup

Through strategic planning and tailored solutions, the service provider orchestrated a seamless transition for the carve-out entity. A team of skilled professionals were deployed to ensure the setup of accounting, finance and HR functions. This temporary team’s task was to not only establish operational stability but also ensure a smooth handover to a future controller or CFO, enabling sustained operational excellence.

The new entity emerged from the carve-out process with an efficiently functioning operational backbone, poised to continue its growth trajectory in the industrial park landscape.

Scott Phillips, Orix Capital Partners | How to Focus on the Things That Matter in Private Equity

Expert Chief of Staff in the Software Industry

Service Area: Executive Search

Client Type: Middle-Market Private Equity Firm

Service Provider Type: Executive Search Firm

Industry: Technology – Software

The Need

Enhancing Operational Synergy

In the early stages of acquiring a digital mortgage solutions provider a middle-market private equity firm sought an effective chief of staff to drive the integration process and optimize operational efficiency. The acquired company’s expansion strategy and portfolio growth prompted the need for an experienced executive capable of orchestrating seamless transitions.

The Challenge

Unifying Post-Acquisition Dynamics

The chief of staff position needed to address a multifaceted challenge. The acquired digital mortgage solutions provider operated within the intricate domain of technology and software. Additionally, the firm’s existing portfolio contained companies that could benefit from digital strategy expertise. Establishing unity between these diverse components required strategic alignment and cross-functional integration.

How BluWave Helped

Orchestrating Seamless Integration

BluWave connected the firm with an executive search firm that understood the intricacies of the technology industry and the nuances of executive leadership. The visionary leader selected possessed the expertise to bridge the gaps between the acquired mortgage solutions provider, the existing portfolio companies, and the firm’s strategic goals.

The Result

Accelerating Digital Transformation

Through a tailored executive search, the service provider identified a dynamic chief of staff with a profound background in technology and software. This executive’s expertise in project management, cross-functional collaboration and digital transformation uniquely positioned them to orchestrate seamless integration.

The PE firm’s portco overcame the complexities of merging diverse entities within the technology and software industry, ultimately accelerating their journey toward digital transformation and operational excellence.

What To Do When Your Service Provider is at Capacity

August 15, 2023 Brad Gerick

Connecting with a service provider you can trust is like looking for a great dentist. Once you find “the one,” you wouldn’t put your teeth in anyone else’s hands.

The same goes for your business. After a successful engagement with a trusted third party, you save a lot of time by contacting them directly the next time you have a need.

There are reasons you have go-to service providers: they’re fast, reliable and they know your business.

But if you love them so much, you’re probably not their only client. Far from it.

So what happens when you reach out and they tell you they simply don’t have the capacity to take on more work on the timeline you need? Or worse yet, they give you their B-team.

We’re glad you asked.

A man in a blue suit and white button-up with a tie, who's also wearing glasses, sitting across the desk from a woman

There are a number of reasons service providers could suddenly be in high demand. A bounce-back from a recession. A surge in deal flow. A hot new trend of which everyone’s trying to stay ahead.

When this happens, BluWave is on standby with a deep bench of trusted, PE-grade third parties who can deliver the exceptional work you expect no matter what your industry.

In fact, we experienced this post-COVID recovery when the whole world got back to business at once and it seemed like there wasn’t enough help to go around. At that time, we heard from dozens of private equity firms that couldn’t book their preferred third-party resource.

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We helped those firms by connecting them with industry-specific firms and consultants that understood their business’s most pressing needs.

Every service provider in the Business Builders’ Network has gone through a rigorous vetting process, giving us confidence in every match we make whether it’s a first-time engagement or a repeat relationship.

BluWave founder and CEO Sean Mooney has three tips for organizations when their usual service providers are at full capacity.

1) Use Alternatives

“If you’re go-to is sold out, don’t try to force them into giving you capacity. You’ll get the C team,” Mooney says. “There are plenty of other comparable PE-grade specialists that you should use.”

2) Use Substitutes

“There are other diligence and value creation products that go by a different name but still serve your need,” he adds. “For instance, if you can’t get a commercial due diligence group to meet your deadline, use a voice of the customer group to do a deep dive on your target’s customers.”

3) Use Independent Consultants

“There’s a select world of independents who spun out of name-brand shops and can give you the same product at a fraction of the cost,” Mooney says. “This cohort works well not only for commercial diligence, but also for operational and HR diligence as well as value creation.”

Mooney recognizes that trusting your most important work to new partners can be scary. With the right introduction, though, the risk can have a huge payoff.

“Using new groups can be nerve-racking,” he says, “but the BluWave network of PE-grade resources is on standby to meet your specific needs.”

Get Connected Now

Whether your go-to service providers are at full capacity, or you just don’t know who to turn to, give our research and operations team a call. They’ll connect you with a shortlist of exact-fit third parties within a single business day, and be by your side until the completion of the project.

Interim CFO Transforms a Physiatry Powerhouse in Flux, is Hired Full-Time

Service Area: Interim Executives

Client Type: Upper-Middle Market Private Equity Firm

Service Provider Type: Interim CFO

Industry: Healthcare – Physiatry

The Need

Transformative Financial Leadership for a Growing Healthcare Powerhouse

An upper-middle market PE firm recognized the need for transformative financial leadership for their portfolio company – a physiatry and orthopedic Managed Services Organization (MSO) boasting impressive figures.

The Challenge

Orchestrating Financial Excellence in a Multifaceted Industry

The challenge lay in finding an interim CFO who could not only oversee traditional financial operations but also manage the intricacies of healthcare and physician practice management. This role demanded expertise in healthcare finance, physician compensation, M&A and a deep understanding of the unique healthcare payer landscape.

How BluWave Helped

Connecting Interim CFO with Relevant Experience

BluWave’s strategic expertise led to quickly connecting the client with an interim CFO who brought the required unique blend of skills to the table:

Healthcare Acumen: The temporary CFO possessed a strong background in healthcare finance, particularly within the orthopedic and physician practice realms. This expertise was critical for understanding physician compensation, specialized payer dynamics and healthcare industry intricacies.

M&A Mastery: With a track record of successful M&A endeavors, the interim CFO seamlessly guided the acquisition process, ensuring a smooth transition and integration for the newly acquired orthopedic business.

Operational Finesse: Beyond financial prowess, the interim CFO’s hands-on approach, coupled with high EQ and strong leadership, helped streamline internal priorities and physician compensation tracking.

The Result

Smooth Transition, Operational Efficiency

The interim CFO had such a transformative impact on the business that he was hired full-time:

Smooth Acquisition Integration: The newly acquired orthopedic business was skillfully integrated, ensuring a seamless transition and operational excellence from the outset.

Physician Compensation Tracking: With expertise in physician practice management, the temporary finance executive introduced efficient systems to track physician compensation, ensuring transparent and fair processes.

Operational Efficiency: The interim CFO’s operational finesse, combined with financial acumen, led to optimized internal processes, enhanced physician collaboration and a more streamlined healthcare organization.

Temporary Finance Leader for a Creative Digital Agency

Service Area: Interim Executives

Client Type: Lower-Middle Market PE Firm

Service Provider Type: Interim CFO

Industry: Generalist

The Need

Financial Leader in a Creative Environment

A lower-middle market PE firm sought a transformative interim CFO who could not only handle financial intricacies but also bring operational excellence to a digital agency. More specifically, they needed a leader who could navigate the complexities of financial leadership, revenue forecasting and project management within a creative environment.

The Challenge

Balancing Innovation and Financial Strategy

The challenge lay in hiring an interim CFO who could bridge the gap between financial expertise and operational intricacies within a cutting-edge agency. This role demanded a fine balance between revenue forecasting accuracy, project management efficiency and team collaboration, while maintaining an innovative environment.

How BluWave Helped

An Interim CFO who Checked All the Boxes

BluWave’s strategic approach resulted in the identification of a versatile interim CFO, armed with the following capabilities:

Holistic Leadership: The interim CFO demonstrated not only financial acumen but also COO-like capabilities. This unique blend enabled effective communication with both the executive team and the board.

Operational Expertise: Beyond traditional financial responsibilities, the interim CFO brought strong operational abilities. This included holding leadership accountable for numbers, driving results and orchestrating seamless project management.

Digital Agency Insight: With a background in the digital realm, the interim CFO was well-versed in the agency’s project and retainer models. This understanding facilitated accurate revenue forecasting and guided the team to informed decisions.

The Result

Overwhelmingly Successful Turnaround

The interim CFO had a lasting impact in multiple areas:

Streamlined Forecasting: The digital agency gained a tangible advantage in revenue forecasting accuracy, thanks to the temporary executive’s ability to create practical and actionable financial projections.

Effective Project Management: The interim CFO’s project management skills enabled the agency to convert forecasts into actionable project plans, fostering efficient execution and driving results.

Cohesive Team Collaboration: The interim CFO’s COO-like qualities played a pivotal role in maintaining a collaborative and motivated creative team, all while ensuring financial goals were met.

The financial situation was worse then advertised by the portco. This is not a growth situation – it is a turnaround and stabilization. The interim you gave us is a pure 10. He is exactly who we needed to fix this mess.
-Principal at PE Firm

Interim CIO Leads Complex Carve-out Integration

Service Area: Interim Executives

Client Type: Large Cap Private Equity Firm

Service Provider Type: Interim CIO

Industry: Financial Services

The Need

Empowering Carve-Out Success Through Expert Interim CIO

Amid a complex carve-out situation, a leading private equity firm sought an interim CIO with deep expertise in financial services. The goal was to establish seamless IT integration for a financial services carve-out from a large bank. BluWave’s expertise in connecting clients with specialized service providers played a pivotal role in finding the right interim CIO to drive technology alignment and orchestrate a successful transition.

The Challenge

Seamless IT Transition

Carving out a financial services business from a large bank involves intricate technology integration challenges. From establishing IT infrastructure and data security to orchestrating a smooth transition for a sub-100 person entity across multiple locations, the need for a seasoned interim CIO was evident. The task was to ensure continuity while transitioning from the parent company’s systems to an independent setup.

How BluWave Helped

Matching the Right Expert with a Complicated Situation

BluWave’s white-glove approach identified the exact interim CIO the firm needed:

Holistic Advisory: The interim CIO was equipped to guide the carve-out through four critical stages – corporate infrastructure setup, end-user security, day one setup, and day one to day X transition.

Data Migration Expertise: With experience in handling standalone systems and homegrown software, the interim CIO offered a roadmap to ensure a seamless transition of essential data.

Strategic Roadmaps: Understanding the carve-out’s unique landscape, the interim CIO formulated actionable plans for technology stack development, vendor selection and realistic timelines for implementation.

The Result

PE Firm Thrilled with Carveout

The interim CIO handled a difficult situation even better than the PE firm had hoped:

Seamless Transition: The interim CIO played a pivotal role in ensuring a smooth IT transition, safeguarding data security and business continuity.

Efficient Data Transfer: The carve-out’s standalone systems were meticulously migrated to new infrastructure, ensuring access to historical data and efficient operations.

Strategic Roadmaps: Expertly crafted roadmaps and advisory ensured the carve-out’s technology setup and transition aligned with its unique requirements.

It was an ambiguous challenge for him to navigate, but things are working out. The criticality of this was paramount, and he really picked it up in the last few weeks.
-Vice President at PE Firm

Navigating an Intercontinental Aerospace Merger

Service Area: Merger Planning & Integration: Post Merger Integration

Client Type: Middle Market Private Equity Firm

Service Provider Type: Post Merger Integration Consultant

Industry: Manufacturing: Aerospace

The Need

Forging Unity Across Borders

When a middle-market private equity firm acquired an international aerospace entity, the challenge of seamless integration across borders emerged. Seeking expertise beyond their organization, they turned to BluWave for strategic matchmaking with a post-merger integration (PMI) specialist.

The firm understood the critical role of effective integration in maintaining business continuity and customer trust, and they wanted outside help to do it.

The Challenge

Bridging Gaps in Aerospace Integration

With a multi-country aerospace entity acquisition, the complexities of integration spanned geographical, operational and cultural dimensions. The task of harmonizing processes, systems and customer interactions across 14 countries presented a formidable challenge. The focus was on preserving customer trust, especially with industry giants, while optimizing operational efficiency in the global landscape.

How BluWave Helped

Industry-Specific Resource with International Experience

BluWave’s intimate knowledge of the world-class service providers in its network accelerated the PE firm’s selection of an exact-fit service provider:

Expert Identification: BluWave knew exactly which PMI specialists had aerospace knowledge and cross-border integration experience.

Customized Matching: Through a thorough assessment of the client’s requirements, BluWave matched them with a PMI consultant whose expertise aligned with the specific challenges of aerospace integration.

Strategic Alignment: BluWave ensured that the chosen PMI expert understood the client’s objectives, including maintaining customer trust, achieving operational efficiency and realizing synergies.

The Result

Achieving Integration Excellence

The PMI specialist delivered for the PE firm across the board:

Seamless Transition: The acquired aerospace entity underwent a smooth integration, preserving customer relationships and business continuity.

Operational Excellence: Cross-border collaboration and efficient integration processes contributed to optimized operations.

Customer Trust: Through meticulous execution, customer trust and satisfaction were upheld, especially with industry giants.