A Terragni Caselet
Creating a Culture of Customer Centricity
Business Outcome
Increase in Revenue
Industry
Paint & Coatings
Platform
DeSludge, Customer Centricity
Framework
Process Redesign
Background
Global leader in the consumer paints and coatings industry with 33,000+ employees was looking to drive cohesive customer centric cross functional teams.
Insights
Lack of alignment between customer facing and support teams to a common customer context
Organization wide ineffective communication of customer goals
Insufficient data from a functional
and experiential context and
insufficient forums for customer
information dissemination and exchange
What We Did
Customer Centricity Assessment
Facilitation of live business projects via action workshops based on the customer centric culture framework
Nudges enabling shift to customer centric behaviours, decisions and actions
Coaching to embed customer centricity, with focus on customer value
aligned business success
The Outcome
First time right product launch
Improved receivables within 4 months
Product revenue increased 2X
Complaint redressal time down by half
