A Terragni Case Study Driving Customer Centricity for Servitization TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL
TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL Client Background Challenge Objective What We Did Strengths Opportunities Barriers Solutions Business Outcomes Top 3 Consumer electronics, personal computers, software company in the world Countries with brand presence 160 57,000+ Employees
TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL Client Background Challenge Objective What We Did Strengths Opportunities Barriers Solutions Business Outcomes Creating Customer Centricity in Internal teams Transformation towards services lead future Strategic alignment with customer experience for consistent delivery of experiences
Client Background Challenge Objective What We Did Strengths Opportunities Barriers Solutions Business Outcomes Shifts towards internal customer centricity Internal teams’ alignment with customer goals as understood within brand Identifying strengths & opportunities in internal customer centricity shift areas TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL
Client Background Challenge Objective What We Did Strengths Opportunities Barriers Solutions Business Outcomes Gathered contextual insights for teams that identify the emotions that drive their behaviour ⚙Understood the functional expectation of the teams ️ ️ Identified perceived friction and transactional friction Behaviour-science based engagement & experience solutions TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL
Client Background Challenge Objective What We Did Strengths Opportunities Barriers Solutions Business Outcomes Fully aligned towards a Services Led Future High clarity on “functional” requirements of making “Services” a Success Team committed to make this transition Building blocks of the customer culture mindset sufficiently present Incentivisation by KPIs, variable compensation program well accepted ️ Internal communication mechanism highly effective TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL
Client Background Challenge Objective What We Did Strengths Opportunities Barriers Solutions Business Outcomes Incentivization is mature with potential to be a strong behaviour shift lever ✔ Trust, competence and supportiveness sufficiently present, key to drive Empowerment High cognitive empathy, scope for compassionate empathy ✖ Customer Experience missing out on being a competitive differentiator TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL
TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL Client Background Challenge Objective What We Did Strengths Opportunities Barriers Solutions Business Outcomes ⬇ Fundamental awareness of customer centricity but low strategic alignment leading to lack of consistency in experience delivery Collaboration practiced reactively, lack of Empowerment creating barriers to desired customer experience delivery Acquiring & applying Customer Insight requires high degree of time, physical & cognitive effort Lack of explicitly defining desired behaviours & actions and knowledge sharing
Client Background Challenge Objective What We Did Strengths Opportunities Barriers Solutions Business Outcomes TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL Implementing friction free processes leading to empowered team Enabling leader to drive customer centricity through coaching Creating an objective, unified direction for brand customer experience with internal buy-in Build goal-relevance & self-relevance into customer centricity Driving cross functional collaboration by modifying or adding KPIs that are customer aligned
Client Background Challenge Objective What We Did Strengths Opportunities Barriers Solutions Business Outcomes ⬆Enhanced strategic alignment for customer experience ⬆Increased customer centricity of internal teams Behaviourshifts towards servitization TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL
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