Our approach

From customer insight to a service clients don't want to be without.

Your organization works hard for its customers, and it shows. That has brought you to where you are today. Still, things sometimes go wrong. No organization is immune.

Tenacity helps B2B service providers understand how customers experience working with them and what causes disappointment, complaints, and escalations. We organize the work so employees can help customers effectively and efficiently. We implement these improvements together with the people who will put them into practice.

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HOW WE WORK

First, understand. Then organize. Then accelerate together.

We clarify what is happening, make sure the organization can support the desired behavior, and implement improvements together, step by step.

Insight

External perspective: FreshEyes® Reviews and PostMortem Audits™.

Internal perspective: FrictieAudit.

We explore what customers expect, why they leave, and where employees encounter obstacles. First, we understand what is going wrong, why it is happening, and what needs to be addressed first.

ORGANIZE

We make sure the organization is ready for the new behavior. Roles, processes, information, tools, leadership, and the management rhythm all support and enable that behavior. We do this together with the people who will put it into practice.

ACCELERATE

Once the organization is ready to support the desired behavior, we start implementing it. We take it step by step, celebrate successes, and adjust as we go. This can include train-the-trainer, coaching, workshops, or developing tools—whatever will help the team succeed.

Frequently asked questions

Our approach in practice

When do we start implementing?

We start implementing only when roles, processes, information, tools, leadership, and the management rhythm support the desired behavior. Then we introduce improvements step by step.

Who is involved in the change?

We work with the people who will use the new way of working. Sales, Account Management, and Operations bring customer information and day-to-day experience together.

What do you investigate at the start?

We combine what customers expect, why they leave, and the obstacles employees face in their work. This helps us identify what is going wrong, why it is happening, and what should be prioritized.

How do we make improvements stick?

We introduce improvements step by step, celebrate successes, and adjust as we go. This may involve train-the-trainer, coaching, workshops, and practical tools.

Which problems keep recurring in your organization?

We help you understand the causes and decide together what is needed to enable the desired behavior.

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