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Case Summary

Business Outcome
Growing Wallet Share


Platforms Used

Tool Used
Experiential Segmentation


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

The Insights

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

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
Cost to Serve

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