Sales & Customer Experience

Embracing the key levers for topline growth


Key challenges

Optimising customer experience, sales and pricing are related to several different challenges:

  • How is a compelling customer journey created, including digital customer experience and physical interaction points? 
  • What is the potential for optimising pricing via, e.g., increase, differentiation, bundling, value added services, surcharges?
  • Which sales channels are the most valuable?
  • How should the sales force be organised to be most effective?
  • What is the right balance between human and digitally driven sales and marketing?

 

Our services

Commercial excellence is often a cross-organisational improvement process. We work with sales and marketing divisions, as well as product development and operations on these topics.

  • Channel strategy, including targeting and segmentation 
  • Sales effectiveness, pricing and marketing effectiveness
  • Pricing optimisation, including national vs. regional, benchmarking

 

Examples of our proprietary concepts and methods

  • Pricing lever library and sample results
  • Commercial excellence process framework
  • Sales KPI database
  • CRM capability model

 

Selected case studies

Revitalising the Innovation Capabilities in a Design Company

Revitalising the Innovation Capabilities in a Design Company

A design company had grown significantly over the last few years and the organisation had consequently been set up for d…

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Optimising the Commercial Operating Model for a B2B Wholesaler

Optimising the Commercial Operating Model for a B2B Wholesaler

A Scandinavian B2B wholesale company wanted to improve their commercial performance, however their growth was limited by…

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Supply Chain Optimisation for a Fast-Growing Design Company

Supply Chain Optimisation for a Fast-Growing Design Company

A leading European design company had experienced steep growth in sales over a few years and had not aligned its organis…

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Improving Commercial Setup in Major UK Energy Company Through Best Practice Change Management

Improving Commercial Setup in Major UK Energy Company Through Best Practice Change Management

A large company in the UK energy market, while expecting a period of growth and transformation, was determined to improv…

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Global IT and CRM Strategy for a Global Medtech Company

Global IT and CRM Strategy for a Global Medtech Company

A global medical device company needed to define its future IT strategy to improve the enablement of the business, reduc…

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Go-To-Market Strategy for a Groundbreaking Engineering Innovation

Go-To-Market Strategy for a Groundbreaking Engineering Innovation

A US based technology company wanted to find the best way to approach the market for a groundbreaking innovation within…

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Harmonising Business Practices in an International Veterinary Care Group

Harmonising Business Practices in an International Veterinary Care Group

A division of an international chain of animal hospitals wanted to reap synergies across its extensive portfolio of care…

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Product Strategy for an Industrial Company

Product Strategy for an Industrial Company

A business unit of a large industrial conglomerate of Danish origin was unsure where to invest future R&D spend to meet…

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Growth Strategy and New Operating Model for a Leading Supplier of Spare Parts and Services

Growth Strategy and New Operating Model for a Leading Supplier of Spare Parts and Services

A global supplier of aviation spare parts had invested heavily in global processes and technology, but had not seen sign…

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Selected perspectives

Accelerating Digital Disruption in Tableware

Accelerating Digital Disruption in Tableware

June 2019

Manufacturers of premium brands in the tableware market are creating new direct-to-consumer digital channels, intensifyi…

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Fashion Retail: Shaping the Role of the Digital Twin

Fashion Retail: Shaping the Role of the Digital Twin

February 2020

Almost all fashion retailers have moved online. But will e-commerce really make retail stores redundant? Three major str…

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Multi-Room Audio: Which Suppliers Will Listen?

Multi-Room Audio: Which Suppliers Will Listen?

February 2020

The multi-room audio industry is crowded and highly competitive. How do manufacturers continue to set their products apa…

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Acquisition Machines: Succeeding with Repeatable M&A

Acquisition Machines: Succeeding with Repeatable M&A

August 2020

Repeatable M&A requires different capabilities than getting a one-off transaction right every 5-10 years.

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Next Steps in Globalisation of Commercial Operations in Life Sciences

Next Steps in Globalisation of Commercial Operations in Life Sciences

October 2008

Life sciences companies have long started to globalize their business systems. Now is time to go all the way.

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Smart Homes: Clever Strategies Needed

Smart Homes: Clever Strategies Needed

June 2019

Three competitive battles are likely to play out in the near future as the war for convenience, design and sustainabilit…

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Getting Sourcing and Procurement Right in a Global Conglomerate

Getting Sourcing and Procurement Right in a Global Conglomerate

February 2012

If your purchasing employees are sourcing and your line managers are procuring, you are not exploiting your organisation…

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Bots on the Loose: How Forgotten Software Logic Gets Companies into Trouble

Bots on the Loose: How Forgotten Software Logic Gets Companies into Trouble

September 2020

Software robots are invading businesses and public institutions. Many companies have forgotten what they told the bots t…

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Telco TV Disruption: What Other Industries Can Learn

Telco TV Disruption: What Other Industries Can Learn

January 2020

Telcos long ago disrupted traditional TV broadcasters but are now hit by three disruptions themselves. Other industries…

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