Case Study: Building Strafford’s Group Sales Division

Company Overview
Strafford, a privately-owned continuing education provider with roughly 40–50 employees, primarily served law firms and accounting practices with continuing legal education (CLE) and continuing professional education (CPE). The company enjoyed a solid reputation among its clients, but internally had limited growth vision and was largely resistant to expanding beyond its established niche.
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My Role
Originally hired into data entry and later customer service, I was tasked with building Strafford’s first Group Sales division—despite having no prior sales experience. I leveraged communication, customer service, analytical reasoning, and numerical analysis skills to create and manage the entire department, from processes to client relationships.
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The Challenge
Strafford had no formal group sales model. Webinars were sold on an individual basis, which limited accessibility for larger law and accounting firms that wanted to send multiple employees to programs. There was no dedicated sales infrastructure, strategy, or collateral to support this kind of initiative, yet it represented a major growth opportunity.
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The Impact of the Challenge
• Missed revenue opportunities: Without a group option, Strafford risked losing potential sales from firms needing multi-attendee packages.
• Limited client retention: Without flexible participation models, there was no incentive for clients to deepen their relationship with Strafford.
• No growth infrastructure: Sales opportunities existed but were left untapped due to lack of structure and resources.
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The Solution
I created a Group Sales division from scratch, developing packages for firms of varying sizes, pricing models, and clear communication strategies. I built systems to track participation, designed processes for onboarding and renewal, and personally managed all client accounts. To complement this, I also created individual annual passes to capture smaller firms or solo practitioners, offering them an affordable way to access multiple programs throughout the year.

Both initiatives broadened Strafford’s revenue model and deepened its customer base.
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Barriers to Success
• Lack of training: I had no formal sales background; everything was learned and developed on the fly.
• No departmental support: The Group Sales division consisted of me and the Marketing Director who also had no sales experience and very limited interest in developing the group sales efforts. Despite its growth, leadership never added resources or staff.
• Unimplemented marketing ideas: I proposed creating brochures and outreach campaigns to law and accounting firms (including those unfamiliar with Strafford) to grow the division further.

Leadership never supported these growth strategies, limiting expansion to inbound interest.
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The Outcome
Over five years, Strafford’s Group Sales division grew from nothing to over $1 million in revenue, with a 77% client retention rate. Clients returned year after year due to strong relationships, streamlined processes, and the clear value of the group packages.

The addition of individual annual passes also captured smaller-scale customers who otherwise might not have purchased regularly. These passes frequently resulted in “overpayment” compared to actual usage, creating additional profitability for Strafford.

This was accomplished largely by a single person, with no prior sales experience—proving the power of transferable skills, customer-first strategy, and efficient systems.
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Lessons Learned
• Growth doesn’t always require prior industry expertise; transferable skills can create entire revenue streams.
• When leadership supports expansion with resources, growth potential multiplies. When they don’t, it limits scalability.
• Offering multiple participation models (group and individual passes) creates inclusivity and new revenue opportunities.
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Tie-In to Phenyx Consulting
At Phenyx Consulting, we build new revenue streams and scalable systems by:

• Identifying untapped opportunities within existing business models.
• Creating efficient processes that can scale sustainably.
• Designing customer-first offerings that increase retention and satisfaction.
• Building growth strategies that leadership can adopt and expand.

Strafford’s Group Sales division proves what’s possible when vision, strategy, and execution align—even when starting from scratch.