Case Study

Implementing managerial capabilities in revamping and optimize acquired assets from a financial and technological point of view, as made with Tophost: adapting a range of operational & strategic measures to transform the organization

At the beginning of 2016, when DHH took over the active management of Tophost, all relevant KPIs were negative, since customer base was recording negative growth rates and average customer acquisition costs (CAC) were disproportionate if compared to lifetime value (LTV) provided on average by customers.

In addition, Tophost products were not listed on the first page when an internet research was run, and a survey conducted by the company revealed that clients thought of Tophost as a cheap and unreliable company.

To overcome these issues, many adjustments have been implemented, aiming at enhancing Customer acquisition / retention and Profitability margins.

As a consequence, bookings improved dramatically (+16% in 2H17 YoY, and +21% in 1H18 YoY) as a result of turnaround efforts which have been finalized as of 2017. Additionally, there has been a marked improvement in the average lifetime value.