Case Summary
Business Outcome
Growing Wallet Share
Industry
Manufacturing
Platforms Used
EAS
Tool Used
Experiential Segmentation
Background
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
Complaints
Cost to Serve