Customer Communications Management

Customer Communications Management

Case Study

Ricoh’s Digital Transformation: Pioneering the Future of CCM with Chameleon Collective

 

Challenge:

Ricoh, traditionally acclaimed for its hardware prowess, was at a strategic crossroads. While they witnessed organic growth in their professional services, particularly within Customer Communications Management (CCM) and Customer Experience Management (CXM), their true ambition lay beyond. Their vision: a pivotal shift from hardware focused sales to embracing software and services. Yet, to execute this, they required a more robust positioning strategy and a deeper understanding of the CCM market and its intricacies.

Approach:

Chameleon Collective was brought onboard to engineer this transformative journey. Our three-pronged strategy began with crafting a compelling value proposition specific to CCM-CXM for Ricoh’s professional services division. Recognizing the importance of the front line sales force, we then conceptualized and delivered a comprehensive educational program for the field team, equipping them to harness new CCM-CXM opportunities. Lastly, our Digital Maturity Assessment enriched Ricoh’s CCM Assessment process, creating a funnel for more expansive digital transformation opportunities.

Impact:

Ricoh, with Chameleon Collective’s insights, evolved into a formidable global solutions integrator, distinguishing itself from conventional CCM entities. Our interventions unveiled Ricoh’s unique market offerings, translating into increased sales. Remarkably, the sales team’s efficiency surged, with 90% of assessments leading to larger proposals and 60% culminating in a first-year sale. This sales acceleration is a testament to the sales enablement program meticulously crafted, executed, and managed by Chameleon Collective.

 

Related Chameleon
Team Members

Mia Papanicolaou

Mia Papanicolaou

CX Communications Strategist

Liz Stephen

Liz Stephen

CX Communications Strategist

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