Baker Tilly
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Market, Sales & Service

Transform your market, sales and service functions to meet evolving customer demands. We help organizations define their customer experience and go-to-market strategy.

Market, Sales & Service

Baker Tilly helps businesses grow by aligning their focus, resources and offerings. Today’s buyer expects a customized experience. Selecting the right tools and aligning the right processes to deliver “the right messages, at the right time, to the right audience” is imperative in delivering to their expectations.

Emphasizing personalized customer experiences, our consultants create actionable road maps for go-to-market teams that enhance marketing efforts, streamline execution and improve customer engagement and revenue.

Understanding that maximizing the effectiveness of the sales organization is the most direct and significant opportunity for growth in many companies – we also design sales processes and tools to boost customer engagement and streamline operations, while helping organizations effectively prioritize and plan technology implementations.

Growth focus areas and considerations

Organization leaders understand that the marketing, sales and service functions support the organization's growth.

Our consultants help organizations evaluate these functions, identify/address the gaps across critical growth functions and provide solutions to sustain organic growth. Growth areas include:

  • Market understanding
  • Customer segmentation
  • Understanding customer needs
  • Innovating customer experience (CX)
  • Measuring operational effectiveness
  • Technology utilization

Achieving and sustaining organic growth requires an organization to regularly reevaluate these functions by asking key questions like:

  • What markets should we sell into?
  • What products and services should we offer?
  • What kind of customer experience should we deliver to help us stand out?
  • How do we get more out of our sales organization?
  • How do we leverage technology to help us drive more business?
  • How do marketing and sales work better together?
  • How do we support our customers throughout their relationship with us?
  • How do we improve our ability to innovate around the right things?

Capability-based approach

We use a capability-based approach to assess the current state of your organization, determine priorities and develop a strategic plan targeting capability improvements to achieve your future state goals. Baker Tilly can help your organization transform the following functions:

Analyzes market attractiveness before defining which specific market needs can be converted into value propositions. We convert research into action by developing road maps with specific activities for go-to-market teams to execute against, helping you win in your chosen markets.

Improve the impact and value of your marketing efforts to increase customer engagement and drive revenues. We align your marketing technology and cross-functional processes to streamline your marketing program execution, enabling you to deliver an exceptional customer experience.

Marketing capability framework

Design a sales process and set of enabling tools focused on increasing customer engagement while streamlining key processes, allowing your sales team to focus on selling. We help implement sales enabling tools that add value to the sales process and provide critical metrics to help your team through key “moments of truth” with customers.

Sales capability framework

Improve the effectiveness of your service organizations by evaluating them across the four dimensions of service effectiveness: service strategy, service enablement, service execution and performance management. We help you create positive service experiences to build customer loyalty and create brand evangelists.

Service capability framework

Navigate the complex marketing and sales technology tools landscape by breaking it down into basic foundational needs to prioritize and plan for proper execution. We help you develop a calculated strategy to determine the objectives of your technology program and identify your current strengths, before filling in gaps to leverage these technologies in the correct order.

Baker Tilly can also help evaluate and assess your call center and service center technology across the four service dimensions. By leveraging modern call center and service center technologies and implementing business processes integrated around the customer, your organization can achieve alignment across all pre- and post-sales functions to enhance customer loyalty.

Featured case studies

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Restaurant Technologies uses journey mapping to design improved customer experience

Restaurant Technologies uses journey mapping to design improved customer experience

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BMI Federal Credit Union develops approach to understand and meet the needs of their small business members

BMI Federal Credit Union develops approach to understand and meet the needs of their small business members

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Member experience survey results drive credit union to achieve more personal member connections

Member experience survey results drive credit union to achieve more personal member connections

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Customer segmentation provides foundation to increase customer life time value

Customer segmentation provides foundation to increase customer life time value