The only Relationship Commerce platform built for enterprise brands & retailers
Ordergroove helps brands and omnichannel retailers practice and achieve Relationship Commerce - shifting consumer interactions from one-and-done transactions to ongoing, highly profitable relationships. The company's unique combination of powerful technology, machine learning and analytics, and unmatched consumer expertise helps top retailers and brands like Walmart, PetSmart, The Vitamin Shoppe, L'Oréal, Nestlé and others transform their retail experiences across every channel and thrive within the constantly shifting retail landscape. Ordergroove is headquartered in New York, NY and has raised $40 million in investment funding from institutional investors. For information visit www.ordergroove.com.
Customer ServiceFor your reference, we've included some sample project ideas below. We encourage educators to mix-and-match components from various departments so that the projects are cross functional in nature. In all cases, we customize the projects based on company goals and course teaching objectives.
- Do a deep dive into the company's industry.
- Call the customer service line and document your experience. How do competitors run their customer service?
- What does the company do that makes their customer service more effective than competitors? What could they improve?
- How important is good customer service in this vertical or industry? How does it affect the lifetime value of the customer? How does the business model affect the level of service required?
- How does this experience compare with that of your host company?
- What process is the customer service team using to troubleshoot issues? What process improvements would you recommend? Pay close attention to communication tools, knowledge base resources, and follow-up procedures.
- Think about customer service operationally from an internal standpoint. How are issues and cases routed internally before arriving at a resolution? How can this process be optimized? Is information being circulated effectively internally? Should the company consider circulating certain materials externally as well? If so, how? Can we reduce redundancy by leveraging existing resources and cases?
- What is the customer feedback process? What are people saying on social media or other public-facing platforms? How can we better incorporate and address customer concerns before it escalates?
- What technology can be leveraged to improve the overall customer service experience for both the customers and the team members. Why would you recommend implementing new tools? How difficult and expensive would it be to implement? What is the likely impact of utilizing these resources?
MarketingFor your reference, we've included some sample project ideas below. We encourage educators to mix-and-match components from various departments so that the projects are cross functional in nature. In all cases, we customize the projects based on company goals and course teaching objectives.
- Do thorough research on the company's target demographic and product. Understand the problem at hand and how the company's product or service is solving that problem. Compare the company's products with the rest of the providers in the industry. Pay close attention to how other companies are marketing the product and positioning the brand.
- Examine the company's past marketing strategies. What worked? What did not? How would you showcase progress over time? Compile data into a visualization to track trends of successful and less successful strategies. (Note: You may want to compare the company's marketing tactics with competitors to showcase what works effectively - or not effectively - with the same consumer set).
- Conduct structured customer interviews to gain a better understanding of their preferences, purchasing habits, and decision-making processes. What information do you need to collect? Consider: a. Demographics b. Preferred discovery channels c. How familiar are they with product category / company brand
- Consider a 360 marketing approach when deciding the appropriate channel to pursue. Design a marketing mix for the company that you think will work best for the product, industry, and customer type. Where will you allocate your resources in order to generate the greatest impact? Consider paid advertising, social, display, content, guerrilla , experiential, affiliate, partnerships, etc.
- Suggest 3-5 - digital, experiential, social, etc - marketing campaigns for the company from scratch. What is the objective of the campaign? What are the distribution channels and expected costs? How will you measure the effectiveness (ROI)? Select one and develop a road-map or prepare to launch (depending on company resources and timing)?
- Select one marketing campaign and prepare it for launch.
- Why do you believe would be more impactful than what the company has done previously.
- What medium(s) will you use? How can you A/B test it?
- How much will this plan cost?
- How many weeks will it take to implement?
- Set goals for the campaign. How will you measure success?
- Are there any resources required to implement this strategy that the team doesn’t already have? If so where would you find them?
- What kind of asset production will you need? What other parties/vendors/teams will need to be involved? Map out a budget and timeline accordingly.
Organizational Culture, Diversity & InclusionFor your reference, we've included some sample project ideas below. We encourage educators to mix-and-match components from various departments so that the projects are cross functional in nature. In all cases, we customize the projects based on company goals and course teaching objectives.
- Examine the company's current organizational structure. How has it evolved to it’s current state? What growing pains have they had?
- Visually map the company's current organizational structure
- Assess the effectiveness of this layout for a growing organization
- What competencies is the company missing that it really needs? What should be the highest priority in terms of hiring?
- Create a leadership profile highlighting some of the CEO's biggest strengths and weaknesses. Be sure to highlight the areas of the company that can leverage their strengths.
- Create a survey for a few existing employees to measure company culture. Analyze the resulting data. Is there a positive culture? Are there any red flags that the company needs to address?
- What are their favorite and least favorite parts of the culture
- What about the different benefits/perks?
- How do they feel about the workspace?
- Help prepare the company culture for growth.
- What are the essentials for company culture? What are the cost implications of keeping these benefits as the company scales?
- What might not be scalable within the company culture?
- The company is preparing to expand operations into another city. They're concerned about maintaining the company's culture as they develop a new office in a new city.
- What are some best practices for opening up new offices?
- What are some of the major challenges they can expect to wrestle with as they prepare to launch in a new city?
- What tools and resources can be used in order to efficiently launch and maintain company culture?
- Evaluate the company's growth trajectory as it pertains to their organization.
- What roles and positions are most critical for them to fill next?
- How is the company currently positioning their company from an employer branding standpoint? What needs to be improved?
- Assess the diversity and inclusion initiatives. Are they present and effective at the company? What areas can be improved? What tactics would you use to make the environment more inclusive? Consider: events, recruitment strategies, trainings, rewards, etc.
Reporting & Financial AnalysisFor your reference, we've included some sample project ideas below. We encourage educators to mix-and-match components from various departments so that the projects are cross functional in nature. In all cases, we customize the projects based on company goals and course teaching objectives.
- Get up to speed on the company's industry and product. What makes them unique compared to competitors in their industry? Build a flexible financial model that can provide upper management and investors with more insight into the business. The team is ultimately looking to set goals for the next few years and wants to best understand how the different cost and revenue components tie to each other as the business scales.
- How will the company's growth plan affect the financial model you built in the last section? Interview upper management and sales and get an idea of scale over the next 6, 12, and 24 months. Update your financial model according to their scaling forecasts and goals. Develop these goals into a usable budget.
- Use the projections from your financial model to develop a Discounted Cash Flow model. Help the company determine its appropriate WAAC and use that WAAC and the future cash flows to determine a company valuation. Use industry benchmarks to determine if the valuation is reasonable.
- Develop a model to help the company predict performance next year. Make model dependent on a set of assumptions that they can manipulate to understand how the dynamics of their business.
- Perform an internal audit of the firms books. If the company uses cash accounting determine if they should be moved to accrual. If they use accrual accounting, determine if the following accounts are recorded correctly: 1. Deferred Revenue 2. Prepaid Expenses 3. Accrued Expenses 4. Fixed Assets & Depreciation
Sales & Business DevelopmentFor your reference, we've included some sample project ideas below. We encourage educators to mix-and-match components from various departments so that the projects are cross functional in nature. In all cases, we customize the projects based on company goals and course teaching objectives.
- Craft an industry overview to familiarize yourself with how other companies are operating in the current business environment. Pay close attention to the key players, their growth trajectory, and the major regions where they find the most success.
- Who are the biggest competitors and how do they stack up against the company's model?
- Do any companies present interesting opportunities for partnerships?
- What additional channels can the company tap in order to scale more effectively?
- How has the company's revenue model changed since they began
- Why did they decide to change their revenue model?
- What made this model more appealing? How has it been received?
- Do you agree with the new strategy? Why or why not?
- How satisfied are the current customers with the product or service? Craft a survey and administer customer interviews to help identify where the company can improve. Pay close attention to how the company may be able to provide additional value to existing customers.
- How should the sales team prioritize their sales initiatives?
- What different sales opportunities are on the table? How do you prioritize them? What is your logic?
- Are there alternative ways sell that the company hasn't considered? Would they be more effective? What data do you have to support your reasoning?
- Should the sales team be focused on expanding existing relationships or creating new ones? Why?
- Consider an inside vs. outside sales strategy for this company. What makes more sense and why? How would you go about implementing this sales strategy? Why is it beneficial over the alternative? What goals would you set for this team (considering size, location, and industry)?