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International Industrial
Parts Manufacturer
Situation:
A leading provider of spare
parts for the mining, cement
and aggregate industry looked
to increase buyer retention
rates and broaden customers’
use of its complete portfolio
of services.
CFI Group’s Approach:
Developed business models describing
the value chain for the company’s
customers. Assessed competitive
positioning in terms of innovation
and services.
Results:
Based on CFI Group’s analysis,
the client:
Restructured its market
segmentation (to distinguish
product buyers from product/services
buyers) and modified its offer
to provide standard and customized
approaches for each. Developed
new value propositions and
trained sales engineers accordingly
Expanded product range through
a product development partnership
with a major client, and through
acquisition of a primary competitor
Changed its client management
strategy from one sales engineer
for each client to a team
for key accounts, and is developing
a worldwide knowledge-sharing
system to facilitate communications
across business lines
Linked incentive compensation
to customer satisfaction levels
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