A Terragni Case Study De-Sludge For A Culture Of Customer Centricity 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 Global leader in the consumer paints and coatings industry Products Countries with presence 70+ 1700+ 33,000+ Employees Points of distribution 10,000+
TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL Client Background Challenge Objective What We Did Strengths Opportunities Barriers Solutions Business Outcomes Eliminating Sludge for customer centricity Creating cohesive customer centric teams consisting of 30 members from Technical service, Application engineering, Quality, Production, Supply chain, Finance, HR, Commercial, Sales (two Business Units) Differing cultural contexts within the organization leading to employee disengagement and attrition
Client Background Challenge Objective What We Did Strengths Opportunities Barriers Solutions Business Outcomes Insights and solutions towards Alignment of the customer facing and support organization to a common customer context Increased awareness in teams towards differentiated experiential and functional expectations of the diverse customer segments Design and implement a sustainable, systemic framework for continued customer centric behaviours across the organization TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL
Client Background Challenge Objective What We Did Strengths Opportunities Barriers Solutions Business Outcomes Assessment on 8 customer centric disciplines (5 external drivers, 3 internal enablers) 6 key business theme driven projects identified Cross functional teams created to work on the projects with customer centric outcomes Customer centric action learning workshops conducted 6 business projects facilitated with a 120 days implementation focus TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL
Client Background Challenge Objective What We Did Strengths Opportunities Barriers Solutions Business Outcomes TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL ⬆High score in ‘Empowerment’ across the organization ⬆ High score in ‘Competitor Insight’ within the customer facing teams ⬆ Above average scores in ‘Customer Foresight and Peripheral Vision’ within automotive vertical
Client Background Challenge Objective What We Did Strengths Opportunities Barriers Solutions Business Outcomes High market growth potential and competition in Automotive and Packaging segments in India Organizational focus to achieve market leadership across the two existing and one new product segment Low scores in ‘Strategic Alignment, Customer Insight and Cross Functional Collaboration’ across the organization TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL Repetitive sales process of discovery-proving-approvalservicing
TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL Client Background Challenge Objective What We Did Strengths Opportunities Barriers Solutions Business Outcomes Process: Sludge within processes caused a lack of customer centricity Culture: Lack of alignment between customer facing & support teams to a common customer context Capability: Organization wide ineffective communication of goals Technology: Insufficient data from a functional and experiential context
Client Background Challenge Objective What We Did Strengths Opportunities Barriers Solutions Business Outcomes Facilitation of live business projects via action workshops based on the customer centric culture framework Coaching to embed customer centricity, with focus on customer value aligned business success Nudges enabling shift to customer centric behaviours, decisions and actions TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL Strengthening of 4 customer culture disciplines: Strategic Alignment, Customer Insight, Cross Functional Collaboration and Empowerment with measurable business outcome by: Redesigning processes and culture to eliminate sludge
Client Background Challenge Objective What We Did Strengths Opportunities Barriers Solutions Business Outcomes ✔First time right product launch ⬇Improved receivables within 4 months ⬆Product revenue increased 2X ⬇Complaint redressal time down by half ⬇Reduced employee attrition TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL
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