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CLIENT CASE

FLATLAND AGENCY

In partnership with the Thrive

 LEARNING PROGRAM PILLARS 

\ Skill development

\ On-the-job

\ Activation

CONTEXT

Flatland is an agency that supports organisational communication through ‘visual thinking’. Their visual artists not only execute their creative projects but also lead the agency’s day-to-day customer management. Flatland wanted their project leads to adopt a stronger commercial attitude and the account management skills needed to actively contribute to the agency's wider growth ambitions. Due to the pandemic’s remote working requirements, it was essential that the development and activation program be entirely virtual. Engaged by my partner network The Thrive, I was brought on to lead the development and execution of the ‘Commercial Excellence’ program amplified by my colleagues from The Thrive.

APPROACH

As the organisational aim was to sustainably develop commercial confidence and implementing new ways of working, we activated a 4-month program. This consisted of bi-weekly virtual sessions of half a day with intertwining assignments that encouraged account progression.

 

In an approach centered around on-the-job practice learning and a results-driven mindset,

we covered:

​

  1. focus accounts and revenue goal setting

  2. hard and soft commercial skill exercises such as InterVision and ‘real play’ exercises

  3. blended learning with real customer integration

  4. community management and gamification-enabled engagement in MS Teams

RESULTS

Flatland’s organisation experienced a substantial, yet beneficial cultural change, where the project leads are contributing to the commercial objectives of the Agency. This allowed them to regain the revenue lost when the pandemic first hit, followed by significant revenue and employee growth. The initial resistance towards commercial activity transformed to enthusiastic commercial intention, with the account leads much more confident and effective in their customer relationship and account management capabilities. 

LET'S WALK THE MOON TOGETHER

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