• Budget constraints: The third-party firm’s scope of work was complete, and the allocated budget was exhausted.
• Lack of collaboration: The bundling strategy was developed by the sales team without input from the product team.
• Technical issues: Salesforce’s custom code was buggy, creating confusion and inefficiency for sellers.

APPROACH

I took ownership of the failing pricing strategy by conducting a thorough analysis of the situation. I interviewed sales leaders to understand their pain points, researched the prior pricing model to identify its strengths and weaknesses, and created data-driven ‘what if’ scenarios. By collaborating with sellers and validating my recommendations with their input, I developed a balanced solution that addressed both customer needs and sales goals.

EXECUTION

I assembled a cross-functional tiger team to address both upstream and downstream issues in Salesforce. To avoid downtime, we implemented changes incrementally, leaving the third-party pricing in place while adding new modules. I ensured alignment between product and Salesforce data—an oversight in the original implementation—and coordinated with stakeholders to manage timing, impact, and communication. The new pricing model was rolled out seamlessly, with immediate positive feedback from sellers.

RESULTS

Within 30 days of implementation, sales jumped over 30%, and cross-selling increased by nearly 50%. Sellers regained confidence in the pricing model, and customers appreciated the balance between simplicity and cost savings. The new strategy not only reversed the sales decline but also strengthened relationships with both customers and internal teams.

LESSONS and TAKEAWAYS

The failure to include relevant stakeholders in the initial pricing strategy was a critical oversight. This experience reinforced the importance of cross-functional collaboration and listening to the voices of those closest to the customer. Sellers are more motivated to upsell when they trust that the pricing model genuinely benefits their customers. What began as a sales-focused exercise evolved into a comprehensive solution that aligned product, sales, and customer needs.