Project scope
- Design a customer experience, customer relationship approach and brand position that clearly differentiates the client’s brand in the customers’ eyes and allows to gain market share in Germany, France and the UK
- Understand the competitive landscape and the positioning of the client in customers’ eyes
- Uncover the purchasing process and the mechanics of the buying centres
- Define a differentiating approach to managing relationships with customers and prospects
- Financially evaluate various options to deliver the new approach
- Support the organisation with the implementation
Results
The client decided on and embarked on a journey to implement a unique extended offering that is unique among the suppliers of light commercial vehicles. The implementation in the three countries is currently in progress.
Practice focus
- Smart Data – Customer insights 40%
- Business Model Optimisation 0%
- Customer Experience Design 40%
- Transformation 20%
- Cultural Shift 0%
