August 31, 2026 | Case Study

Commercial Intelligence Results in Strategic Growth and Satisfaction

Introduction

Concept is a fast-growing B2B lead generation agency that provides a full suite of Sales Development, Marketing, and CRM services to their clients. The company was founded in 2002, and today they serve more than 120 clients, delivering a range of services from SEO and paid ads to marketing automation and web design. President Jeff Harsh and VP of Operations Joe Stephan have led Concept’s charge to leverage Knownwell’s intelligence and incorporate it into Concept’s core client operations.

Knownwell opened up the door into some opportunities that we wouldn’t have had before, with the potential to expand our relationship with a client based on Knownwell insights we received.

Joe Stephan, VP of Operations

The challenge

Going from playing telephone to telemetry

Elevating Strategic Account Management

Concept has multiple teams that serve their broad client base, each specializing in different service offerings, from outbound prospecting to inbound digital marketing. Ensuring seamless communication and strategic alignment across these diverse accounts was increasingly complex. Prior to Knownwell, account insights were fragmented, and proactive management required significant manual effort. Concept needed a streamlined solution to quickly identify at-risk accounts, prioritize resources, and leverage opportunities effectively.

A lot of times when we were trying to manage accounts previously, it required playing a lot of telephone, whereas Knownwell is now surfacing a lot of that information for us.

Jeff Harsh, President of Concept

The solution

Harnessing real-time insights to drive client growth

Gaining actionable intelligence in brand new areas

By implementing Knownwell, Concept transformed scattered communications into actionable intelligence. Knownwell provides real-time visibility into account health, strategic recommendations, and industry developments that the Concept team simply didn’t have access to before. Now, Concept proactively identifies issues and opportunities, enhancing their responsiveness and strategic value to clients. Weekly strategic meetings leverage Knownwell scores to pinpoint accounts needing immediate attention, optimizing resource allocation and strengthening client relationships.

Some of those accounts with issues we were aware of, but others it’s bringing to the top of the board, and it’s allowing our team to just make sure we’re comfortable that we have a plan.

Jeff Harsh, President of Concept

Sustaining growth through strategic client portfolios

Concept redefined its approach to strategic account management with help from Knownwell’s commercial intelligence analytics. The Knownwell platform enables Concept’s leadership to zoom out and assess broader trends across the entire client portfolio, revealing opportunities and challenges at an organizational scale. Energy allocation analytics further empower Concept to optimize team efforts, ensuring high-value accounts receive the strategic attention they deserve, supporting sustainable growth and client satisfaction.

We’ve been using Knownwell to review what the score looks like, the strengths, the weaknesses. What do we need to prioritize? Just making sure the whole team’s on the same page.

Joe Stephan, VP of Operations, Concept

Favorite features

1. Energy allocation analysis

Direct view into which clients are getting the most time and energy, and whether the attention they’re getting is moving the needle.

2. Portfolio trends

Viewing clients by portfolio groups provides insights beyond the individual account level, helping Concept identify broader trends in their client base.

3. Client and industry news

Vital information for cross-sell and upsell opportunities that Concept might not have had, if not for Knownwell.

How Knownwell is helping concept reach their goals

1. Proactive client engagement

AI-driven insights enable early detection and rapid response to troubleshoot client health issues.

2. Improved internal collaboration

Knownwell bridges Concept’s sales, delivery, and leadership teams, keeping everyone informed and aligned without extensive back-and-forth.

3. Identification of new business opportunities

Daily news alerts from Knownwell have uncovered strategic shifts in a client’s business, creating an opening for Concept to proactively propose additional services.

4. Enhanced strategic client management

Weekly strategic account meetings now feature actionable insights directly from Knownwell, driving clarity and alignment.

The results

From insight to impact

Knownwell has empowered Concept to shift from reactive client management to strategic portfolio optimization. With comprehensive, real-time visibility across accounts, Concept now quickly identifies and addresses broader trends, ensuring proactive management at scale. This holistic, wide-aperture perspective has unlocked previously hidden opportunities for growth and increased client satisfaction and retention.

We’re able to now zoom out, and not just look at the individual account-level information, but start to identify trends org-wide, portfolio-wide in terms of what’s going on and where there are opportunities.

Jeff Harsh, President of Concept

The power of Knownwell in action

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