Company: Firstsight Media Industry: DTC performance marketing agency Location: Mumbai & Bangalore Team size: 50 (FTE + Consultants) Funding: Bootstrapped

Challenges:

1. Team Grew from 15 to 50 in 2022
2. Added new functions, new regions & areas of business growth.
3. Struggled with alignment across functions which lead to customer churn.

Observations:

1. Employees were performing well as per the management but customer churn was beyond their control.
2. Sales was increasing but Net revenue retention showed a major drop.

Solution:

1. Introduced Goals (OKRs- objectives & key results) and employee feedback.
2. Employees were well informed & trained on how keep a track of their goals and how goals affect the growth of not only their department but also the whole organisation.
3. Started with CEO, CTO, CBO and Managers for a quarter and expanded to individual employees.
4. Weekly goal check-in, followed by mid monthly discussion on goals and monthly feedback process to help to track progress.

Results:

1. Teams were able to achieve their business goals by 25% in the first quarter only.
2. Growth jumped to 40% next quarter.
3. Sales increased by 3X, touched an ad business of INR 300 cr.
4. Net revenue retention improved by 2.5X.

Cost:

Equivalent to cost of 1 Intern/month