Our Impact

The Challenge

When this organization experienced an unexpected surge of consumer inquiries to their call center, the leadership team recognized a need to improve the customer experience. With plans to expand internationally in the next few years, Orchid Black was brought on board to assess that call center operations could scale rapidly and deliver a high-level customer experience with continuous U.S. and international growth.

The Result

Orchid Black did a phenomenally deep assessment of Xyngular’s current state, prioritizing and refocusing multiple areas for leadership and potential investment for Xyngular so they could successfully scale and deliver a world-class experience. They now have an achievable and stable roadmap to follow for future growth.

There is variability in the COO's function based on the company's needs, the complexity of identifying when a COO is necessary, and the potential pitfalls of hiring at the wrong time or without a clear understanding of the company's specific requirements.

The Insight

The solution involves defining the COO's role, ensuring alignment with the company's vision and goals, and establishing a strong partnership with the CEO. The ultimate aim is to position the organization for success by leveraging the COO's ability to think strategically and implement efficient operational controls while fostering a culture of communication and adaptability.

In the rush to scale and capture market share, companies often overlook the role of customer success, focusing instead on sales and marketing strategies. This approach can lead to missed sales targets and financial instability. The problem is compounded when the roles and responsibilities of customer success, support, and sales teams are not clearly defined.

The Insight

A playbook is presented as a guide to help companies balance their drive for new customers with nurturing existing relationships. The playbook mindset suggests the importance of embedding the mindset across all departments, and tracking key performance indicators that align with customer success goals.

For B2B SaaS companies pricing and packaging is not just about numbers; it's a strategic lever that can significantly impact your company's growth and valuation. When a strategic buyer evaluates your business, they will delve into these aspects to gauge your company's long-term value and scalability. Here are seven key questions that strategic buyers will ask about your pricing and packaging strategies.

The Insight

Orchid Black, with its expertise in pricing and packaging for B2B companies, has identified seven key questions that strategic buyers will ask about your pricing and packaging strategies.

Strategic planning has never been more important. With flux in the economy and uncertainty in taxes, setting a plan with purpose, goals, and timelines is critical. Equally important is how you get it done. Pairing annual operational planning to support a comprehensive strategic plan is the formula for success. In this white paper you will learn how to build and operationalize your plan as well as how to optimize resources to fulfill your plan.