Context
An industrial group changing its commercial and organisational model in the period preceding its sale to TMK.
Objective
Transition to long-term corporate customer relationships and increase the maturity of the customer business model.
Role
Customer and commercial transformation project lead. Delivered by Senteo Inc.
Approach
• Business landscape diagnostics.
• Leadership role model, communications and collaboration.
• Process and CRM optimisation.
• Strategy and customer experience functions; UX redesign and training.
One workstream focused on leadership roles and on improving communication, collaboration and trust within the management team.
Outcome
A long-term customer relationship model and dedicated strategy and customer experience functions were established. Customer journeys were redesigned and the team trained. The transformation preceded the company’s sale to TMK.
Company / project website