Service Management Group (SMG)

Annual Revenue:

$60 million

Employees:

250

Client:

1 year

“Before engaging with Novus Global, I recognized a need for change but was uncertain about the path forward. What I found in their coaching was nothing short of transformative. Novus Global’s approach goes beyond superficial strategies; it requires genuine dedication and hands-on effort. Each day, I apply their principles to both my personal leadership and team interactions, fostering a culture of accountability and striving for what they call 'Meta Performance™. The results have been remarkable, and I would recommend their training again and again. It's not just about learning to do things differently—it's about becoming better leaders who inspire and elevate those around us."

Christy Behnke

Vice President Marketing

Client Challenge

Two years following the founder sale to a PE group, SMG, a global technology company, brought in an almost entirely new C-suite, shifted its company direction and product roadmap, and faced declining net promoter scores (NPS) from both employees and customers.

Audits revealed these challenges largely stemmed from lack of trust, misaligned vision, working in silos, and learned helplessness. To significantly boost business outcomes, the company would need to improve the team leadership’s capabilities and break down silos to foster a more collaborative, agile, and results-oriented culture.

Results

Within six months, team members reported increased team efficiency, collaboration, and transparency. Leaders and their teams began forming cultures of fierce advocacy, and redesigned their work processes to achieve maximum value rather than simply “complete tasks.” The biggest win: the teams discovered how to notice expectations and turn them into clear, timebound agreements (shifting from tolerating assumptions to creating clarity for a thrilling vision).

SMG also reported the following measurable results:

Consistently surpassed their monthly target goals
Increased Marketing Qualified Lead (MQL) to discovery call conversion rate from 15% to 26% in one sprint
7hrs/week/team of saved time as a result of a new sales enablement resource

Coaching Solution

A two-day, interactive introduction to Meta Performance™ with 60 key leaders across all functions.
The event was structured to include a 45-minute keynote, half-day session, and social evening out. Following the successful event, the organization contracted for an additional two-day intensive workshop for two functional groups’ (Product and Marketing) entire teams. This led to an additional six-month individual/group coaching contract for team leaders in both the Product and Marketing functions.

The coaching specifically focused on:

Upgrading communication
Giving/receiving feedback
Limiting beliefs
Expectations and agreements

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