A Terragni Case Study Experiential Segmentation for Capital Equipment TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL
TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL Client Background Challenge Objective What We Did Strengths Opportunities Solutions Business Outcomes World’s Largest Material Handling Equipment Company Customers Locations 600 1500+ Countries 50
TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL Client Background Challenge Objective What We Did Strengths Opportunities Solutions Business Outcomes ‼High pressure on profitability ⬆High commoditization, switching barriers insignificant ⬇Low customer engagement
Client Background Challenge Objective What We Did Strengths Opportunities Solutions Business Outcomes Experiential segments to create TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL Post purchase experience for ring-fencing existing servicebusiness customers Increased repeat business Increased Engagement velocity
Internal Customer Centricity Assessment Client Background Challenge Objective What We Did Strengths Opportunities Solutions Business Outcomes TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL Insights for Experience, Engagement, Offerings, People, Systems and Processes Depth Interactions Customer Experience Assessment Approach Customer engagement experience Insight: Post Purchase experience, identify gaps in the services Customer centricity assessment of service organization: people, process, systems Insights for Experience, Engagement, Offerings, People, Systems and Processes
Client Background Challenge Objective What We Did Strengths Opportunities Solutions Business Outcomes TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL Globally recognized & awarded for product design skills & functional product superiority Highly respected for design & engineering capability
Client Background Challenge Objective What We Did Strengths Opportunities Solutions Business Outcomes Organization seen as “Sales” driven, Service seen as a means to Product Sales High MTBF being overshadowed by cost & TAT of spares TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL One size fit for all approach for key customers result in commoditized product centric engagement
Client Background Challenge Objective What We Did Strengths Opportunities Solutions Business Outcomes TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL Experiential segmentation 4 different experiential segment based on customer’s inclination to invest own time in wealth and financial product and customer’s wealth management capability
Client Background Challenge Objective What We Did Strengths Opportunities Solutions Business Outcomes TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL ⭐Complexity Averse (Ca) ⭐Complexity Prepared (Cp)
Client Background Challenge Objective What We Did Strengths Opportunities Solutions Business Outcomes ⬆New Product Revenue ⬆Wallet Share from Services ⬇Complaints ⬇Cost to Serve TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL
Thank You dipti@terragni.in +91 895 698 2522 TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL
India London Bucharest www.terragni.in www.buyerbrain.com TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL
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