Context Overview
Limited visibility of customer ownership and operating accounts created commercial, compliance and audit risk: some providers operated through accounts associated with other providers, leaving the organization without a reliable view of the active customer base.
The Transparency Program combined territory mapping, provider validation and a structured commercial pathway to bring these customers into a transparent, compliant and directly manageable relationship. Piloted locally, the model was repeated quarter by quarter, expanded across EMEA and was later incorporated into the global commercial offer for customers seeking to restore performance or return to active business.
Stakeholders
Sales Leadership and Territory Managers; Marketing; Finance; Compliance; Internal Audit; Legal; CRM and systems teams; country, regional and global programme owners; providers and customers entering certification, regularisation or reactivation pathways.
Deployment
- Map opaque customer situations. Lead a granular territory-mapping exercise and equip Territory Managers with practical tools to identify providers, operating accounts and situations where customer ownership or platform use was not transparent.
- Build the business and customer-exit model. Contribute to the business case and commercial proposition that gave affected providers a viable route out of stalled or non-transparent arrangements, balancing customer value, growth potential and organisational risk.
- Establish governance and validation. Coordinate programme governance with Finance, Compliance, Internal Audit and Legal; define provider-validation and certification requirements, decision rights, controls, KPIs and monitoring routines.
- Enable commercial implementation. Partner with Sales and Marketing to identify eligible customers, position the value proposition, manage certification and regularisation, and repeat the initiative quarter by quarter with clear ownership and progress tracking.
- Scale and embed the operating model. Document the workflow, consolidate KPIs and implementation guidance, integrate the validated process into CRM and transfer the model for EMEA and global use. Adapt the commercial logic into a Welcome Back pathway for providers whose performance had declined or who had moved business to competitors.
Metrics & Results
- Approximately 40–50 new provider certifications were completed per quarter during the recurring country implementation.
- Around 500 customers were regularized at country level, improving the visibility and direct manageability of the active customer base.
- The locally validated approach was expanded across EMEA and subsequently incorporated into the global commercial offer; later regional and global volumes are not quantified here.
- The operating model was adapted into a Welcome Back commercial pathway for providers with declining performance or competitive displacement.
- CRM integration and shared KPIs created a repeatable monitoring structure across customer identification, certification, regularization and commercial reactivation.
Competencies, Frameworks and Tools
Commercial programme design and governance; territory and customer-account mapping; business-case and value-proposition development; customer regularisation and reactivation strategy; compliance, audit and legal coordination; KPI and monitoring-system design; cross-functional stakeholder management; country-to-EMEA-to-global scaling and handover.
Business model, KPI, ROI; CRM integration, Program management, Sales Enablement toolkit, legal compliance.