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A Terragni Caselet

Get The Bigger Share

Business Outcome

Growing Wallet Share




Experiential Segmentation


One of the world’s largest Material Handling Equipment company wanted to enhance revenue from cross-selling opportunities in a B2B market.


One size fit for all approach for key customers result in commoditized product centric engagement

Organization seen as “Sales” driven, Service seen as a means to Product Sales

2_Get the bigger share
3_Get the bigger share

What We Did

Identified gaps in the services experience with Customer engagement experience Insight

Customer centricity assessment of service organization

Insights for Experience, Engagement, Offerings, People, Systems and Processes

Experiential Segmentation of customers based on insights

The Outcome

New Product Revenue

Wallet Share from Services

Reduction Complaints

Reduction in Cost to Serve

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