Discover how B2B research powered strategic realignment after a major capital markets tech merger—restoring brand trust, realigning communication, and unlocking cross-sell opportunities.

2. Amid accelerating consolidation in fintech expected to surpass $650B by 2030, a
global market infrastructure provider acquired a specialized trading technology firm
to deliver an integrated, multi-asset platform across trading, data, and compliance.
M&A Strategy Meets Operational
Complexity
Jasper Colin was engaged to conduct a
focused B2B research program, uncovering
actionable insights to bridge the gap between
intended synergies and operational reality.
Rising client
attrition
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Brand
dissonance
Underleveraged
cross-sell
Integration
delays
Fragmented internal
execution
While strategically sound, this horizontal merger
uncovered systemic challenges post-close:

3. Research Framework –
Turning Complexity into Clarity
To decode the root causes of post-merger disruption, Jasper Colin designed a multi-
layered research strategy, blending qualitative insight, quantitative precision, and
operational validation.
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Qualitative Exploration
We initiated in-depth interviews with
internal leaders and competitor CXOs to
uncover the underlying frictions, decision-
making bottlenecks, and client pain points
that weren’t visible in surface metrics.
Quantitative Measurement
A survey of 200+ stakeholders provided
measurable insights into churn risk, brand
perception, and integration challenges,
allowing us to prioritize issues based on
scale and impact.

4. Scope of Engagement
Quantitative survey, in-
depth executive interviews,
operational data review
Stakeholders
surveyed/interviewed
Internal: Product,
Sales, Strategy, Ops
Competitors: CXOs,
Market Experts
(M&A, Finance, Ops)
Regions:
Tools:
North America
APAC
UK/EU
200+
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Operational Data Validation
By analyzing real-time support metrics, platform usage, and performance, we
grounded perception in behavior, ensuring the findings were directional.

5. What the Data Revealed
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NPS declined post-merger among Acquired company’s clients,
confusion about brand ownership, product continuity, and long-
term support damaged trust.
More than 40% of acquired clients at risk of attrition, driven by
support delays, unclear escalation paths, and fragmented
service delivery.
Integration latency of 4 - 6 months attributed to overlapping
systems and misaligned tech roadmaps; platform consolidation
lagged expectations.

6. for more insights /insights@jaspercolin.com
Lack of coordinated client engagement strategy - only a fraction
of internal teams shared feedback loops or aligned
communication cadences.
Cross-sell realization at just 18%, hindered by siloed account
ownership and absence of harmonized pricing models.

7. Strategic Recommendations –
Enabling Transition with Precision
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Client Command
Center
A cross-functional task force for
Tier-1 accounts, unify
communication, and mitigate
churn through real-time
escalation governance.
Sales Model
Realignment
Joint ownership of strategic
accounts and cross-sell incentives
tied to bundled offerings,
enabling consistent value
articulation and revenue capture.
Client Impact
Prioritization
A data-driven matrix to triage
platform features based on client
value contribution, driving a
focused 90-day integration sprint
with adoption toolkits.
Enterprise Governance
Layer
KPI convergence across product,
strategy, and client success,
weekly impact reviews, real-time
dashboards, and executive
sponsor accountability.

8. for more insights /insights@jaspercolin.com
The research enabled the client to shift from reactive post-merger
management to structured, priority-led integration.
Client communication stabilized as
realigned support teams delivered
consistent service across priority
accounts. Early renewal signals emerged,
especially among legacy clients who had
previously disengaged.
Cross-sell pilots in select accounts
expanded the pipeline, offering a
scalable monetization path.
Brand clarity improved through internal
alignment and enabled consistent client
messaging.
Outcome: From Operational
Drift to Strategic Control
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