Case study 1

A sales and customer service values change programme

The need
The threat of losing market share to one of its major competitors and adverse customer feedback led this software supplier to review its customer values and change its sales and customer service strategy. The key to the new strategy was to the need to move away from an emphasis towards software ‘product’ sales and into added value ‘solutions’ selling. This required a major shift in values on the part of the sales teams and both structural and relationship changes to the internal service support teams.

The solution:
The programme we devised involved;

• Researching customer needs and setting new external and internal customer service targets
  
  
• An education programme to create a major attitude, behaviour and communication style shift inside the whole organisation.
  
  
• Customer focus training throughout the whole organisation.
  
  
• A leadership and management skills development programme
  
  
• An emphasis on a more team-based performance recognition and rewards structure.
  
  

The business improvements:
As a result of the client has seen a significant increase in its Solutions Sales and the feedback from customers is much more positive with the development of improved long term, strategic supplier relationships. As a direct result of the improved customer relationships the change programme is now being extended to look at customer feedback on Desk-based Account Management and more effective ways of supporting customers through a centralised Customer Contact Centre.

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