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Dow Jones & Company

Dow Jones
Client Dow Jones & Company
Region USA
Sector Media, Entertainment and Technology
Offering Strategy

The Challenge

A new CEO was brought into the business, but inherited an organisation that was struggling to adapt to a radically new business model and had failed to deliver expected results. The CEO therefore wanted to implement a new customer-centric strategy and reorganize every team and division to ensure it could deliver the new strategy.

  • We established a Foundational Change Office to oversee a structural review of the entire organisation to ensure its structure and resources were aligned to the new strategy.
  • We worked with the senior management team to implement the structural and process review for each of the 15 teams across 66 offices in the US, Europe and Asia.

Our Approach

  • We established a Foundational Change Office to oversee a structural review of the entire organisation to ensure its structure and resources were aligned to the new strategy.
  • We worked with the senior management team to implement the structural and process review for each of the 15 teams across 66 offices in the US, Europe and Asia.

Key Outcomes

  • A re-designed, customer centric organisation where each team was fit for purpose, within budget, and ensuring no important functions or capabilities were lost during the process.
  • Customer processes were improved across attraction, on-boarding and retention for each of the main product lines.
  • The sales team beat its target for the first time in four years.
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The Registered Office is Thorney House, 34 Smith Square, London, England, SW1P 3HL.