- Services
- Enterprise Transformation
- Business Case
Rethinking sales portfolios based on the Customer Experience
Configuration optimization for field and office-based sales representatives
The Customer
OPCO
Background and objectives
- Against a backdrop of internal reorganization, the customer wishes to completely transform its customer experience and the configuration of its sales network.
- This transformation must be carried out in parallel with many other changes (new tools, new strategy, etc.), and bring about an adaptation of the sales approach to the type of business, where previously all customers were addressed in the same way.
Results
- 3 defined customer use profiles and validated with the entire Executive Committee within 6 weeks
- Construction of 3 sales force organization scenarios and arbitration of one scenario in line with customer usage profiles
- Boarding the CoDir around a common, breakthrough target
Approach / System
- Global listening phase : CoDir interviews, listening workshops with internal business units, customer interviews with a company-by-company approach
- Construction of corporate personas to distinguish different usage and need profiles by size, business sector and degree of digitalization
- Defining a target experience for each corporate personain terms of contact points, channels, animation, service offering, etc.
- Definition of sales organization to deliver the target experience
- Identification and construction of action plans at all levels organization to manage adherence to other activities
Added value Silamir Group
- Ability to align management committees with customer experience targetsrather than internal organizational changes
- Multidisciplinary teams for a holistic approach to the proposed targets: organizational / HR, technical, UX angles
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