Case Studies
Global “Support Function” Performance Metrics
Situation
A leading supplier to banks and financial services institutions had recently undergone significant organizational restructuring, consolidating various disparate marketing and sales functions into a unified global B2B marketing division. While this consolidation aimed to enhance efficiency and strategic alignment, the client recognized a critical challenge: ensuring the new function's success and demonstrating its value through robust, quantifiable metrics. Concerned that relying solely on soft measures might undermine the perceived effectiveness of the newly formed division, the client engaged MCAworks to develop comprehensive, measurable tracking protocols. These protocols were intended to provide concrete evidence of the division's impact and guide its strategic direction in the competitive financial services supply sector.
Our Approach
MCAworks implemented a comprehensive strategy to develop effective performance metrics. The process began with a series of internal stakeholder interviews, focusing on identifying key success factors for the newly consolidated division. Concurrently, MCAworks conducted extensive external benchmarking, analyzing how industry leaders and comparable organizations measured and evaluated similar functions. This dual approach informed the definition of success criteria, the design of robust measurement protocols, and the establishment of periodic reporting mechanisms. Crucially, the reporting framework was integrated with ongoing continuous improvement initiatives, ensuring that performance metrics not only tracked progress but also drove strategic enhancements within the organization.
Results
The B2B marketing function has established itself as a core, recognized, and respected contributor to corporate success, driving measurable value and strategic growth across the organization.