CUSTOMER LOYALTY THROUGH SYSTEM SALES/VALUE BASED SELLING

Building and securing of long term and lasting partnership with the customer

Starting position – customer loyalty

• Client is “market-leader” but with little customer loyalty
• Competitor tries to gain shares of the market by ‘dumping’ prices
• Systematic sales and customer loyalty tools exist, but are only partially used, by external sales people
• Many young and inexperienced sales people
• The previous year, 39 new value based selling systems were introduced to the market

Goal

• Achieve significant cost cutting for the customer in process cost,s at C-parts management
• Make the customer aware of transaction and purchase costs and demonstrate the potential for savings
• Increase of customers, who purchase the complete system, related to current needs
• Strengthen  customer loyalty, expand partnership and push win – win
• Revenue-, gross profit and profit gains, in clear the ‘2-digit’ area

Process

• Kick-off event to start the year, with the complete sales branch: sales people, together with the sales manager and regional sales managers
• Make everyone aware of the right attitude and show the effects on sales
• Winning is in the mind! Learning, using and making aware of mental qualities
• The complete sales process – experience it enthusiastically – from planning to implementation to control
• Develop a innovative system, to visualise the connection of “price cost-profit”
• Learning from the Best
• Trigger practice transfer on site with the management and secure sustained implementation for the rest of the year
• Secure, focus and ongoing self-control

Result

• More than 170 new systems got put in place (four times as many as the previous year) and customer loyalty increased
• Clear”two digit” revenue and profit increase
• Customers safe 30%-70% on purchase and internal costs of transactions

Magic

“Opportunities within the market are realised and bravely implemented”

“Genuine and lasting partnership with the customer, in the sense of win – win”

“Stamina and motivation throughout the year”

“now I know what it means to sell – it gives me energy and courage for its implementation”.

“everyone works and pulls in the same  direction!” MG