The situation
In 2020 I took on building a marketing automation and revenue operations practice at Digital Reach: a team that could implement and manage the systems behind B2B marketing for clients on whatever platform they already used, at fractional rates.
What I built
The team
The practice grew from two people to eight. I owned account management, technology implementation, deliverables, and client training, and I hired and managed the team doing the work. We built and managed systems for a variety of companies, from healthtech startups to billion dollar data analytics platforms.
The delivery system
I built a project management and accountability system in Asana: a growth plan for each client, project tracking for every deliverable, and productivity quotas for the team. It gave the practice one repeatable way of working, so adding a client or a new hire didn’t mean reinventing the process. As you would expect though, every client had unique needs and no implementation was ever the same as any other. The framework still applied to how we operated, however.
Unlimited platforms, one approach
Clients ran on HubSpot, Marketo, Pardot, Salesforce, Autopilot (now Ortto) plus extended platforms such as Drift, SalesLoft, SAP, Quickbooks, NetSuite, Dynamics and others. The same planning and delivery system applied to all of them, which let the team move between platforms without losing quality.
What changed
The practice served more than 20 clients and built a multi-million-dollar book of recurring revenue. Departmental revenue grew 150% over two years, and 95% of clients stayed with us year over year. Digital Reach became a HubSpot Diamond partner in less than a year.